case study: bss/oss transformation to enable the devops ... · case study: bss/oss transformation...
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© 2017 TM Forum | 1
CASE STUDY: BSS/OSS Transformation to enable
the DevOps centre of the future
Vjekoslav Aleksić (IT CRM Solutions Director)
Igor Musa (Order Management Project Director )
© 2017 TM Forum | 2
Hrvatski Telekom (HT)
2.234.000
Mobile Customers
752.000
Broadband Internet
1.007.000
Fixed line Customers
401.000
IPTV Customers
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Hrvatski Telekom (HT)
Ownership Structure HT Group Members
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Business Challenges and Drivers
Instant Time To Market
OmnichannelDigital
Interactions
New Business Models
OperationalAgility
Improve Customer
Experience
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IT, but also business transformation
Business (IT) transformation program
IT transformation without product portfolio complexity reduction and optimizing E2E processes
won’t bring expected business benefits on time
IT Transformation
CRM ✓ Timeline
✓ Resources
✓ Business KPI’s
OM
Billing OSS
X
Business Transformation
E2E Process Design
Product Portfolio Design
HighMedium
COMPLEXITY FACTOR
Low
X
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Our approach
Transformation Program Strategy
Methodology
Joint Project approach
Take responsibility
Simplify• Reduce product portfolio complexity• Simplify E2E business processes
• HT taking role of System Integrator• Starts with Catalogue driven Order Management (OM) custom solution to mitigate
integration risk and reduce customizations on COTS solutions (COTS solutions of CRM, OSS and Billing)
• TM forum frameworks (eTom, TAM, SID)• Agile OM development• Gaining flexibility to adjust to changing business needs by implementing DevOps
• Balance implementation threads and chances• Engaging both IT and Business departments with a common goal and outcome
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HT Transformation’s projects
Product Portfolio Simplification
E2E processes
CRM
Order Management
Billing
OSS
Responsible Supporting
HT as System Integrator
• IT architecture• Infrastructure• System Integration• Test & Release• Data Migration
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Product Portfolio Simplification
Three Phases to Support Program
Complexity assessment Migration
1
Retirement plan for Products & Tariffs
Complexity
Reduction short to mid term
Complexity prevention mid to long term
tTariffb ProductcProducta
Target portfolio definition
2 3
Portfolio complexity assessment
Business case calculation
Target portfolio design
Implementation planning
Migration approach
Processes & IT impact
Simplification levers definition
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E2E Processes Design
O2P R2C T2C P2S C2S U2P
…to model new HT process end-state *1We used and collect set of available inputs…
▪ System functionalities &
vendor inputs
▪ AS-IS processes & design
principles
▪ Business requirements
▪ eTOM process maps
▪ Process domain issue list
from business SMEs
▪ ARIS tool
Inputs
Tool
eTOM standard process
flows with building blocks
Master process
(applicability to HT)
Process models on level
4 (how-to-activities with
application and data
elements attached)
Department
R2A
*1 O2P = order to payment, R2C = request to change, T2C = termination to change, P2S/C2S = problem/complaint to solution, R2A = request to answer, U2P = usage to payment
We follows industry standard to model 7 customer facing processes
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HT Role as System Integrator
Infrastructure
Test &
Release
Training &
Education
Migration
System
Integration
Communication
▪ Approach balance implementation threads and chances
Utilize HT existing experience from previous convergent projects,
Transparent responsibility and governance
Managing integration across design, delivery, test and deploy
▪ E2E SI Governance is defined at program level, with coordination andconsultancy from Design Authority board
▪ Safeguarding continuous alignment with BAU and other IT enabler projects
Introduced dedicated teams for specific roles and responsibilities
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HT Role as System Integrator
Govern E2E process and solutions delivery from design to execution
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DevOps and Agile Approach
▪ DevOps architecture
JIRA issue tracker
GitLab versioning server
Jenkins build automation
Gradle build tool
Nexus repository ….
Order Management is developed using DevOps and agile development
approach
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DevOps and Agile Approach
▪ Frontend technologies: Javascript (Ember, Angular2)
▪ API gateway: TYK
▪ Backend technologies: Springboot
▪ Database: Oracle 12c
▪ Caching: Redis, Hazelcast
▪ Logging: Elastic stack
▪ Servers: Tomcat, NGINX
▪ Docker, Consul, HA proxy, Graphql
Order Management is developed using modern technologies
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DevOps and Agile Approach
It’s not only about changing IT systems
New systems must ensure powerful and configurable functionalities to reduce future TTM
Designed considering all TO BE requirements, with respect to TM Forum guidelines (eTOM, SID)
systems will provide reliable, stable production environment
Introducing new development process & tools, development process will be faster, more transparent
and efficient
Introducing Devops, there is working culture as well as organizational change
Introducing Agile approach, IT will be more prepared to respond to dynamic telco environment
Only with such, full-scale Program deliverables, we won’t plan new
Transformation soon after
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Q & A
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BACK UP
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Product Catalog Based on SID
RESOURCE
Resource Specification
Resource
SERVICE
Service Specification
Service
PRODUCT
Product Specification
Product
Strategic Product Portfolio Plan
Product Offering
Product Performance
Product Configuration
Product Test
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HT Role as System integrator
Split of responsibilities in HT System landscape
Data Migration Vendor + HT CRM/OM/Billing/OSS Vendors
Legacy Apps
Legacy
Extract Files
Donat
Clarify
Billing
Components
Eventus
DIS
MDM
Siebel CRM Environment
Netcracker RBM Environment
New OM Environment
Comarch OSS Environment
Impacted Legacy Environment
Sebel EIM Sebel DB
Netcracker RBM
OM
OSS
DB 1 DB n
EXTRACT LOAD
MIG Environment
STG Intermediate
Database
PL/SQL
Transformation
PL/SQL
PL/SQL
PL/SQL
TRANSFORM
DB Extract
HT
. . .
EIM
E2E Migration Governance
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HT Role as System Integrator
▪ In total 65 platforms to test!!
Govern E2E Test & Release Processes
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HT Role as System Integrator
Goals
To build flexible,
scalable, robust and
reliable infrastructure
On time and with top
quality
To be able to react on
sudden demand for
infrastructure resources
High UX
To meet all business
goals and expectations
DBA
Infra
Experts
Sys
Admin
IP
Admin
✓ Standardization
✓ Consolidation
✓ Virtualization
✓ Automation / new technologies
✓ NT/IT Convergence
✓ Traditional Infrastructure 2Software Defined
✓ Make complexity manageable
… Eventually it’s all about lowering TCO and higher ROI
Common infrastructure standards and governance for all new systems