1

Croatian Telekom NGOSS projects – Shape of things to came …

Dominik Periškić T- Hrvatski Telekom d.d.

Damir MedvedGISDATA d.o.o.

2

Hrvatski Telekom d.d. T-HT

• Croatia• Population : 4,5 M• GDP Total 82 BN US$• GDP per capita 18.500

US$

• HT - Part of DT group (51%)

• 1.550.000 fixed customers• 2.680.000 mobile

customers (UMTS/HDSPA)• 700.000 broadband

customers ( 4 – 20 mbps)• 300.000 IPTV subscribers

(including HDTV from 2008)

• Massive Fiber rollout ongoing (PON) – 50.000 connections by the end of the year

57% of Croatian households connected via broadband compared to an average of 55% in Western Europe

3

GDi SYSTEMS - GISDATA GROUP

• GISDATA GROUP of companies in 2009 - the largest (revenues, resources) and leading (experience, references, growth) geoinformation systems application company in CEE

• Leaders in SEE in telecom NGOSS and VAS apps

• Amongst largest in its class in EMEA region

• Educating, leading the way

• Telcordia partner for SE Europe

4

Introduction – typical Telco challenges today

Cumbersome Product Development: lead times of 6 months or more

updates to multiple systems multiple skill sets required for each application ‘Re-Inventing the Wheel’ each time Extended time for E2E testing

result: uneconomical processes cost of new product business cases can’t be justified delayed time to market means lost revenue and market

share

Cumbersome Customer Ordering Experience: order automation for complex products is limited

Voice and data orders separated Fixed portfolio difficult to change reliance on manual processes and handovers

result: order experience can be unsatisfactory high incidence of errors, missing orders and partial orders reliance on availability of sales personnel to take orders reduced ability to track and manage orders online

Tim

e t

o M

ark

et

Tim

e t

o D

eliv

er

5

T-HT: OSS PAST

6

TIS

Infoweb Reporting

Mediation

Employees

HTintranet

CSR

$$

Partners

HTnetwork

Customer

DirectoryInquires

Kron

DialerAvaya

Shift MgtSystemInVision

MultiMedia Call CenterAvaya

Call Center

Billing & Accounts Receivable for Voice and Data

ITBFront Desk

CUBA

HTNetIMF

Order Mgt.Cust. Admin

IMFBilling

Htnet Invoicing & A/ R

HTnet Provisioning

Billing & Accounts Receivable for Online services

Voice, Data

Online

SAP (FI CO AA IM MM PS SD)

OSS Program

NMS

DIS

WWMSADM

Order Mgt.Workforce Mgt.Tech. ResoucreDirectory Mgt.

Billing & Accounts Receivable for IN servicesIN Service

Key Accounts Cust Admin

Contact Mgmt.Customer

Segmentation

X 20

X 1 X 1

X 1

X 1

X 1

X 1

X 1

X 1

X 1

ITB KA KTKU SPORNA AZAPX 1 X 20 X 20 X 20

ITBX 1

INBilling & Invoicing

INA/ R

OASOffice

AutomationSystem

X 1

GIS

T-HT Landscape 1998 – 2003 (voice)

7

Consolidated T-HT Landscape – end of 2004 (voice)

DONAT

Infoweb Reporting

Mediation

Employees

HTintranet

CSR

$$

Partners

HTnetwork

CustomerDirectoryInquires

Kron

DialerAvaya

Shift MgtSystemInVision

MultiMedia Call CenterAvaya

Call Center

ITBBilling for

Voice and Data

ITBFront Desk

HTNetIMF

Order Mgt.

IMFBilling

Bofor HTnet A/ RHTnet

Provisioning

Billing & Accounts Receivable for Online services

Voice, Data

Online

SAP (FI CO AA IM MM PS SD)

ADM

Customer Admin.Order Mgt.

Billing & Accounts Receivable for IN servicesIN Service

Key Accounts Cust Admin

SAP ISTA/ R

X 1

X 1

X 1 X 1

X 1

X 1X 1X 1

X 1

Address Mgmt.

DirectoryMngmt.

X 1

INBilling & Invoicing

INA/ R

OSS Program

NMS

DIS

WWMS

X 1

CUBAContact Mgmt.

Customer Segmentation

X 1

OASOffice

AutomationSystem

X 1

GIS

8

OSS Program

DirectoryInquires

Varetis

DialerAvaya

DirectoryInquires

Kron

Shift MgtSystemInVision

MultiMedia Call CenterAvaya

DAISYDirectory Assistance

IntermediateSystem

Interfaces

NMSNetwork

ManagementSystem

InfowebReporting System

SAPFI CO AA IM MM PS SD

WWMSWorkflow and

Workforce Management

System

GISGeograph.

Inform.System

SAP IS-TIndustry

Solution for Telecom.

GenevaBillingsystem

Mediation

Donat(CRM)

Call Center

Employees

HTintranet

CSR

$$

Partners

HTnetwork

Customer

OASOffice

Automation System

ADMAddress

management system

DISDocum.

InventorySystem

T-HT Landscape – end of 2008 (voice)

9

INDUSTRIAL STANDARDS

10

TMF Recommendations thatInfluenced COMPASS

GB921 eTOM Concepts and Principles V 8.10

GB921-D Process Decompositions and Descriptions V 4.00

GB921-F eTOM Process Flow Examples V 4.00

GB921-U User Guidelines for eTOM V 1.10

GB929 The TAM - The BSS/OSS Systems Landscape V 2.10

GB929 The TAM - The BSS/OSS Systems Landscape V 3.00

11

TELCORDIA SOLUTIONSDynamic Service Catalogue, Expediter

12

Generic interaction CRM – OM – DCAT - GI

13

COMPASS Alignment with TMF TAM Visualized

Operations Support& Readiness

Resource Design / Assign

Cu

sto

me

r M

gt

Se

rvic

e

Mg

tR

es

ou

rce

M

gt

Resource Inventory

Mgt

Resource Problem

ManagementResource Logistics

Resource Activation

Customer Service / Account Problem

Resolution

ServiceDesign / AssignService

Config Mgt

Service Problem

Mgt

Resource Planning/

Optimization

Resource Provisioning / Configuration

Customer Self Management

Order Mgt

The TMFTAM©

ServiceInventory MgtService

Specification Mgt

Resource Specification Management

Res. Domain Mngmnt. (IT Applic., Network)

SLA Mgt

Fulfillment Assurance

DCAT Expediter Granite Activator

14

COMPASSComplete Architectural Solution And Support

COMPASS Architecture Objectives

• Support a flexible approach to product / service modeling• Foster reusability of resource components

(optimize resource consumption with help of catalog)

• Create order management and fulfillment processes entirely driven by catalogue data

• Under business rule control select from several feasible alternatives the solution which make the most sense from a network and/or operations perspective

• Make workflow control catalogue data driven• Employ standardized (Move / Add / Change / Delete)

operations for interworking with non-COMPASS system• Leverage TMF frameworks (eTOM, SID, TAM) to design of

solution

16

COMPASS Architecture

17

CRM

Expediter Service/DeviceDirector

Rating/BillingDynamic Service Catalog

Discovery

NetworkEngineer

Performance & Fault

Management Activator

Planning and Forecasting

Granite

Networks

Flow-through Order Management

1. Order Entry/Service Selection

2. Account Data3. Request Options4. Search Options

(including 3rd Parties)

5. Quote Preparation

6. Obtain numbers7. Valid Commercial

Order8. Order Control and

Decomposition9. Billing Activities

10. Number status

update11. SLA Create/Updates12. Dispatch Requests13. Provisioning Work

Order14. Activation Work

Order15. Provision Valid Order16. Design and Assign17. Select Resources18. Activate Component19. Create Service

Instance20. Provide Status 21. Manage Exceptions

123

4 5

7

8

9

11

13

151617

18

7

20

20

20

21

18

3 rd

Part

ies

1219

14

CNUM

6

10

18

Defining process in models

Product

CFS CFS

RFS RFS RFS RFS

C1 C2 C3

C5 C6PC1 C4

C4

p

19

SAMPLE MODELReality check

20

ADSL with POTS: Model Showing References Between Resources

21

DCAT product model

COMPASS Achievements for Croatian Telekom

Key Croatian Telekom requests fulfilled Future proof design achieved By the end of 2010 fully operational COMPASS

NGOSS landscape is expected to be in the production END OF NGOSS EVOLUTION IN T-HT

Be aware: Transformation of the BSS/OSS systems is not revolution, but EVOLUTION, so you cannot rush it !