© crown copyright 2002 from itil to etom: gluing together the eprocess value chain in mixed...
TRANSCRIPT
© Crown copyright 2002
From ITIL to eTOM: Gluing Together the eProcess Value Chain In Mixed Civil/Military Environments
Track 7: New Generation Business CasesSession: OSSBIZ4Wednesday, May 15, 20022:00 - 3:00 pm
Martin HuddlestonPrincipal Engineer, QinetiQ
E-mail: [email protected] Cdr Nigel Phillips
DCSA SO1 Svc Ops Plans, UK MOD
E-Mail: [email protected]
© Crown copyright 2002
Agenda
• Context
• An end-to-end process understanding
• Solutions
• Summary
© Crown copyright 2002
The Task
User Capability
UK Network SPs
Information Infrastructure SPs -
Running ITIL Processes
Product Portfolio
Owned and Managed
Totally Outsourced
Partially Outsourced
Satellite SP
Deployable Network
Deployable ICS System
Mobile ICS System
Deployable Network
User Capability
© Crown copyright 2002
Enterprise Management
ManagementBoard
Individual ProductSupply Chains
Today’s Product Portfolio
Portal - Customer/SupplierInterface
ContractInterfaces
Service Assuranceand ManagementDomain
The Customer’s Domain(CRM/RO)
Future Product
The Problem
© Crown copyright 2002
The Way ForwardsStrategy is the art of creating value. It provides frameworks, conceptual models, and governing ideas that allow a company’s managers to identify opportunities for bringing value to customers and for delivering that value at a profit (lower cost to defence). New ways of creating value are being opened by current global competition, changing markets and new technologies.
The focus of strategic analysis should not be the company or the industry, but the value creating system itself, within which suppliers, business partners, allies and customers work together to co-produce value.
© Crown copyright 2002
Service Assurance and Management Strategy
• Tempo
• Ease of Use
• Assured Delivery
• Cost
© Crown copyright 2002
Military Business Process Domain
Planning Function Doctrine
Mission planning
Joint functions
CRD Customer Requirements Document
Product Requirements
Strategy and Commit, Infrastructure and ProductLifecycle Management
Operations
Customer Customer
FulfillmentAssuranceBillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport andReadiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy andCommit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)(Application, Computing and Network)
Coordinating Service Provider
Information / Application Requirements
Application SPs
Infrastructure Service Requirements
Information Infrastructure SPs
Network Service Requirements
CITS VPN
CITS PTP service
CITS Dedicated Network
LF/HF/VHFPTT’s
UK NetSATCOM
Theatre
Theatre Network SPs
Satellite SPs
UK Network SPsStrategy and Commit, Infrastructure and ProductLifecycle Management
Operations
Customer Customer
FulfillmentAssuranceBillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport andReadiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy andCommit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)(Application, Computing and Network)
Strategy and Commit, Infrastructure and ProductLifecycle Management
Operations
Customer Customer
FulfillmentAssuranceBillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport andReadiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy andCommit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)(Application, Computing and Network)
Strategy and Commit, Infrastructure and ProductLifecycle Management
Operations
Customer Customer
FulfillmentAssuranceBillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport andReadiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy andCommit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)(Application, Computing and Network)
Top Down Product Centric Service
Delivery
© Crown copyright 2002
Change Management
• Cohesion
– ‘Get a Grip!’
• Incremental Acquisition
– Continue to Meet Today’s Needs
• Catalyst Project
– ‘Suck it and See’
• Engage Suppliers up Front
• Use NGOSS
– Do Business Differently
© Crown copyright 2002
End-to-End Process Understanding
© Crown copyright 2002
Customer
Provider Customer
Provider
Provider Customer
Provider Customer
CRM: Customer Relationship Management
S/PRM: Supplier/Partner Relationship Management
Customer-Provider Relationship Interactions
Service Provider
CRM
S/PRM
Third Party ServiceProvider
CRM
S/PRM
Third Party ServiceProvider
CRM
S/PRM
Third Party ServiceProvider
CRM
S/PRM
End-to-End Process Problem
© TeleManagement Forum eTOM April 2001
© Crown copyright 2002
ITIL® - Information Technology Infrastructure Library & Processes
• Deliver IT Services
• Support IT Services
• Managing Applications
• The Business Perspective
• Manage the Infrastructure
• Service Delivery Process Map (Fulfilment)
• Service Support Process Map (Assurance)
• URL: http://www.itsmf.com
© Crown copyright 2001 © Crown copyright 2001
© Crown copyright 2002
eTOM RM&O Delayering the Service• Computer & Application Layer Resources - ITIL®
• eTOM for the Rest
MarketingFulfillment
Selling
Order Handling
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Customer InterfaceManagement
Fulfillment
ResourceProvisioning
ResourceInventoryManagement
Network InventoryManagement
ComputingInventoryManagement
ApplicationInventoryManagement
NetworkProvisioning
ComputingProvisioning
ApplicationProvisioning
ServiceConfiguration
Supplier/Partner Relationship Management
Buying
S/P OrderManagement
© TeleManagement Forum eTOM April 2001
S/P InterfaceManagement
Retention andLoyalty
Application of ITIL ®
© Crown copyright 2002
Carrier Service 4
CRM
SM&O
RM&O
S/PRM
Deliver Service 4
Network Service 3
CRM
SM&O
RM&O
S/PRM
Deliver Service 3
Service Fulfilment Value Chain
Computing & Application Service 2
Deliver Service 2
ITIL - © Crown copyright 2001
End to End User Service 1
CRM
SM&O
RM&O
S/PRM
Deliver Service 1
© Crown copyright 2002
CRM
SM&O
RM&O
S/PRM
CRM
SM&O
RM&O
S/PRM
CRM
SM&O
RM&O
S/PRM
Service Co-ordinator
Service Provider a - eTOM Service Provider b - ITIL Service Provider c - eTOM
End-to-End Service AssuranceCo-ordination
ITIL - © Crown copyright 2001
© Crown copyright 2002
Process Model Driven Architecture ?• Understanding Inter-organisation and Organisation
Process through (UML) Process Models
• Potential to Drive Future NGOSS™ Implementations
• Standard business process tools for modelling
• NetViz® process mapping & 3D End-to-End Visualisation
eTOM in 3D ITIL Service Delivery in 3D
© Crown copyright 2002
Inter-Organisation Process Flow
© Crown copyright 2002
So what does this mean for NGOSS?
SERVICE INTEGRATOR BUS
Problem Handling
Customer care
BtoB Gateway
BtoB Gateway
WORKFLOW
DIRECTORY
DIRECTORY
BACKBONE NETWORK PROVIDER BUS
Problem Handling
DIRECTORY
DIRECTORY
ASSURANCE BROKER BUS
Customer Interface
Trouble ticketing
WORKFLOW
DIRECTORY
DIRECTORY
BtoB Gateway
Service Problem management
Fault monitoring
Performancemonotoring
Network element
Network element
Network element
WORKFLOW
Network Inventory
Problem Reporting
Problem Reporting
BtoB Gateway
ACCESS NETWORK PROVIDER BUS
Problem HandlingD
IRECTORY
DIRECTORY
Fault monitoring
Performancemonotoring
Network element
Network element
Network element
WORKFLOW
Network Inventory
Problem reporting
SLA reporting
CIMCIM
CIM
CIM
- Doing Business Differently
© TeleManagement Forum Val Ch Roles Rev 0-2.doc 4th Feb 2002
© Crown copyright 2002
Solutions
© Crown copyright 2002
Considerations for the OSS
• Maturity of the Value Chain, migration
• Prototype B2B including organisation & culture
• Incremental capability migration
• Partnerships
• Open architectures
• Enduring principles
© Crown copyright 2002
Current Service Management Domain
DCSA Service Operations eTOM Domain
e-TOM Service Assurance processes
Clarify OSS
OSS Middleware
HP OSS
Copyright Cogent Defence & Security Networks Ltd, 2002
User Access InfrastructureDomain
Servers
Workstations
Legacy Service Provider IT Domain
Extant database integration
Heritage Information Infrastructure
Managed Services Domain
UK Network Service Provider(s) Domains
B2B
Service Assurance Migration
End-to-End Messaging
Gateway Domain
Legacy Network Gateway
Satellite Service Provider Domain
B2B
Radio Service Provider Domain
B2B Emerging Service Management Domain
Information Service Layer Domain
Clarify OSS
HP OSS
e-TOM/ITIL process harmonisation
Inter-domain GatewayB2B
Asset & Incident Management
Infrastructure Monitoring
Operations Management
Peregrine OSS
Commercial Partner s OSS
Core Nodes
Workstations
New Information Infrastructure - ITIL Domain
User Access
LAN Estates
User Access Infrastructure
B2B
© Crown copyright 2002
Today’s NGOSS for Service Assurance & Management
© Crown copyright 2002
Today’s NGOSS for Service Assurance & Management
Virtual enterprise collaborationVirtual enterprise collaborationBack office, legacy system Integration
Links tosuppliers, partners
CallCentre SupportSales & Marketing
Contracts eBusinessQualityLogistics
Shared customer database, workflow managementShared customer database, workflow management
Customer touch pointsCustomer touch pointsWeb/
InternetE-mail In person IVR FaxPhone
Integrated queuing and routingIntegrated queuing and routing
Web-enabled, integrated front office applicationsWeb-enabled, integrated front office applications
Wireless PoS
© Crown copyright 2002
Summary
• A Critical Business subject to significant change which must be delivered
• Considerable benefit from eTOM & ITIL® in understanding the Value Chain
• NGOSS systems offer opportunity to create real value to our customers by doing our business differently
• Realising the vision through Pilot Projects exploring the potential for doing different business
© Crown copyright 2002
Thank You
• Wg Cdr Nigel Phillips, DCSA SO1 Svc Ops Plans, [email protected]
• Martin Huddleston, Principal Engineer, [email protected]
• Andrew Baldwin, eBusiness Manager, [email protected]
QUESTIONS ?