Slide 1 :
Slide 2 : Application Testing of
OSS Management Systems
Slide 3 : Application Test System Mobile
Network
Element
Simulation OSS/BSS
Simulation OSS/BSS Mediation Devices Transmission Networks Bill Prov NMC DWH CC Networks MSC_1 MSC_2 HLR_1 Monitoring
&
Tracing
Applications
during
Life Transaction
Trace System Remote Application Testing of OSS Management Systems
Slide 4 : Transmission Networks Application Test Centre GSM
Network
Element
Simulation OSS
Simulation Transaction
Trace System Remote Testing of OSS
Systems on
Business Process Level Application Test Billing Remote Application Testing of OSS Management Systems
Slide 5 : Remote Application Testing of OSS Management Systems
Slide 6 : OSS Management Systems
Slide 7 : OSS Management Systems BSCS 5.2.1 CIM
Internet VoMs WAP &
SIM-
Toolkit
Applications MSC/VLR HLR/AC VMS SMS
MMS CBS GGSN Call
Center POS
Server WAP IN
Pre Paid
VPN Data Integration Billing Systems IVR /
VRU PABX Online
Fraud RAS VRU VRU RAS DWH NMC EIR Arch SGSN GSM/GPRS/UMTS Network Mediation
Slide 8 : BSCS 5.2.1 CIM
Internet WAP &
SIM-
Toolkit
Applications Call
Center POS
Server Data Integration Billing Systems IVR /
VRU PABX Dealer’s DWH NMC Fraud MM Voice
Record WAP CIM
Internet Ekhard Konrath
Slide 9 : Business
Layer Business Processes
. Planning . Operation
. Service Assurance . Policys
. Service Fulfillment . Billing
. Customer Care . Service Provisioning Service
Management
Layer Network
Management
Layer Element &
System
Management
Layer Network Management
. Fault
. Configuration
. Accounting
. Performance
. Security QoS Management . Multiple Login
. Authentication, Authori.
. VPN
. Network Identity /SSO
. Mobile Office . E-Mail
. Online Banking
. Download of Music Video
. Credit Card Processing
. Video Conferencing E2E Service Monitoring IP Network
. IP Address
. Layer 2 / 3 Router
. Port
. Nodes / Switchs Protocols
. HTTP
. HTTPS
. NNTP
. SNMP . DHCP
. LDAP
. ICMP
. SMTP
. POP3 . IMAP4
. Radius
. DNS
. Rping
. FTP Workflow Management Automatic Configuration / Reconfig. Automatic Documentation of changes SLM Service Level Management E2E Service Management Total Configuration Management
Slide 10 : Total Configuration Management
Slide 11 : Next Generation OSS
The Architecture is Technology, Vendor & Market Neutral
Architecture will be consistent with Business Requirement
Architecture will be consistent with the NGOSS Requirements
Separation of Data from Processing
Separation of Functionality from Engineering
Separation of User Interaction
All Interfaces between modules are defined by contracts*
All Communications will be via Communications Space
Any component technology can be replaced by another technology without impacting overall system functionality
Slide 12 : What’s next for OSS / BSS Systems ? Fault Management
Inventory Management
Trouble Ticketing
Configuration Management in all Levels
- Business Processes
- Networks
E2E control of Services
- Operates ok
- Performance
- Reconfiguration
SLM Service Level Management Customer oriented
- SLA automaticaly established and controlled
- Customer conf. Portals for SLA Information presentation
Automating Service fulfillment for Networks (GSM , GPRS, UMTS, IP)
CRM Customer Relationship Management / Customer self Service
Slide 13 : Customer self-service model
• User configurable Portals for Service Montoring
• Track their own network configuration and performance
Customers want to be able to
• Order their own services
• Track their own network configurations
• Monitor their network performance
• Identify outages and generate trouble tckets
• Manage billing profiles and generate on-line invoices and reports Customer Self-Service Granting control to the customer is definite added value for the Operator
Slide 14 : Offer superior customer care Support through the customer life cycle
- customer targeting,
- account initiation,
- service provisioning and modification,
- service level agreement (SLA) monitoring and reporting,
- billing, bill presentation
- account usage inquiry and reporting,
- service problem
- performance management. Customer requests for specific QoS for each services, as
high-bandwidth
throughput
service management
service control
security
for Internet browsing, mailng or secure data transfer for E-commerce applications.
Slide 15 : Workflow Management SUN OSSJ open API`s EAI middleware Business Processes Web based Interfaces Self Service User Help
Desk Service offering
selection Call Centre Self Provisioning Order Entry MM POS CRM Service
Provisioning QoS MM Service
Assurance Service
Fulfillment Service
Control /
Monitoring Trouble
Ticketing Service
Problem
Resolution SLM - SLA Mobile
Video
Conferencing Usage Data
Collection Policy
MM
Frame
Work ATM IP Mobile Trouble
Ticket
MM Fraud
MM Backup & Recovery Disaster Recovery Security System Infrastructure Management Network Planning Network Management
F C A P S
GSM,GPRS,UMTS,IP Common Config. MM
WLan,GSM,UMTS Self adapting OSSJ APIs
WLan,GSM,UMTS Maintenance MM
WLan,GSM,GPRS,UMTS Inventory MM
WLan, GSM,GPRS, UMTS Cognitive
Personal
Identification Phys.
Personal
Identification Personal
Authentcation Personal
Archive Personal
Support
Services Customer Information MM Service Management Personal Information Network Management Payment
System Billing Centre Call Centre Maintenance Management Network Management NGOSS Management Systems
Slide 16 : Service Level Management
Slide 17 : Service Management
Slide 18 :
Slide 19 : Service Level Management
Slide 20 : Service Level Management
Slide 21 : Monitoring Reporting Data-Centre Networks Services Prozesse Data Collection Consolidation Metrica Models QoS
Alarm
Performance KPI
KQI Physical
Plant TransmissionLayer NetworkLayer ApplicationLayer Wireless Internet Service Level Management
Slide 22 : Service and Business Architecture for Enterprises Customer Portal Services Network Basic Services Value added Services Lan
Basic
Connection Net
Basic
Services Shared
Storage
Services Post
Office_1 SIP
Service
Interface
Points SLA
Service
Level
Agreement - Office
Enterprise
Network Customer
View Customer Customer SLA Contracts SLA
Service
Level
Agreement SLA
Service
Level
Agreement SLA
Service
Level
Agreement SLA
Service
Level
Agreement SLA
Service
Level
Agreement SLA Control Basic
VA-Services Advanced
VA-Services ISIP
Service
Interface
Points OLA
Operating
Level
Agreement SLA Control Shared
Server
Platforms Info-,
Stock-Services Basic
Connectivity
Probs, API Data
Services ISIP
Service
Interface
Points UC
User
Contracts Services, Partners, IT, Network IT / Data
Server SLA Service Reporting Service Level Management
Slide 23 : Basel NJ Control your Outsource Business with Umbrella Management Systems Portal Management View Reporting Security Management Server & Application Manag. Data Centre Management Network Management Data collection in RT Data consolidation Outsource control xxx
Slide 24 :
Slide 25 : TS 32403 SGSN RNC GGSN MSC /
VLR HLR/ AC UMTS SMS Security Camel RLC RRC RL Utran GTP IP APN GSM SIM Security Camel RLC RRC BSS GGSN
SGSN BTS RRC RL Utran TS 12.04 UMTS - GPRS GSM Middle-
ware Location Accounting/Billing Media conversion Distribution Service support sub-layer Services Vodafone Live AP1 E-Mail SMS W-Lan MMS W@P LBS Voice Perf. Measurements Networks Applications E-Mail BSC BTS Service Level Management
Slide 26 : Outage: A change in performance that keeps user groups from being able to use the network.
Can apply to any or all user groups.
Outage duration: Time in minutes that service is not available.
Degraded service: Not an outage, but service that is slower than performance contracted for.
Impacted user minutes (IUM): Outage duration multiplied by the number of affected users.
Total user minutes (TUM): Minutes in a set period multiplied by the number of users being served.
Total service availability: The total TUMs caused by all outages divided by the TUM.
Defects per million: Minutes of downtime per million minutes of service.
Mean time between failures (MTBF): Average amount of time, typically in minutes or days, between outages.
(The target figure depends on your negotiated total-service-availability rate.)
Mean time to restore (MTTR): Average amount of time, typically in minutes, it takes to restore service.
Maximum time between failures/
maximum time to restore: A cap on the number of minutes in total, during a specified time frame.
Trouble rate: How often tech support is called.
Repeat trouble rate: How many times the same problem is reported. (Limit to five before escalation is
mandated.) Peak hours troubleshooting (such as resolution within one hour).
Off-hours troubleshooting (such as resolution within four hours).
Average round-trip latency: The time it takes the first transmission to complete. (The target should be less
than 100 msec on the backbone and up to 130 msec longer end to end, depending
on the type of service being contracted for and the application requirements.)
Average round-trip delay: The time it takes for routine transmission, after the first transmission establishes
the connection. (Target the same as latency.) SLA Checklist of items to negotiate, along with some suggested targets Service Level Management
Slide 27 : Real time in Memory DB for
(Real time Reporting) Models
- based on Faults,
- PM Performance Measurements,
- KQI, KPI´s Unified Reporting
(Post Reporting) all Infos form
- SOC Lausanne,
- NMC Olten,
- VAS Luzern Service Level Management
Slide 28 : KQI & KPI Hierarchy Key Performance & Key Quality Indicators Service Level Management
Slide 29 : Service Level Management
Slide 30 : Service Level Management
Slide 31 : Service Level Management
Slide 32 : Network-Elements Network-Links E2E test Services Service Level Management
Slide 33 : Business Process Management
Slide 34 : Process Definition for the Enterprises
Slide 35 : ITIL based Process Models
Slide 36 : ITIL based Process Models
Slide 37 : ITIL based Process Models
Slide 38 :
Slide 39 : Example: Global View Business Processes