customer choice driving it change

© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.

Customer Choice Drives IT Change

Hubert Truong

Technology Solutions Manager Business Support Systems & IT

Vodafone Hutchison Australia (VHA)

http://abetterplacetobe.com.au/


2

Agenda

Company Overview and Introduction

Our Challenge

Business Benefit and Impact

Solution Architecture

Implementation

Best Practices and Lessons Learned


3

Vodafone Hutchison Australia – The Company

Joint venture of Vodafone Australia and Hutchison Telecoms Australia (formed via merger in June 2009)

Three main brands

> 6 Million Customers and > 4,000 Employees

Fastest growing mobile provider in Australia

27% market share

> 500 exclusive retail outlets and a broader retail sales network with over 10,000 points of presence

Major integration program underway to enable post-merger consolidation – without disruption to customer experience



4

The VHA Story

We will be the

most recommendedmobile operator by delivering

simple, affordable innovationat the lowest costto our customers


5

Introduction

Customer choice is forcing us to better ourselves

Walk out working – Immediacy is a must

28% growth in 2009 (within 3 Mobile Business)

Products are becoming more complex with more options

Provisioning and order management platformwhich must cater for

End to end coverage and proactive monitoring

Near real time

Highly available, reliable and scalable

Management of more varied and complex processes


6

Introduction

The Project

New Hardware Technology

New OS

New TIBCO Product Stack

Complete Swap-Out of our Technical Order Management (TOM)

TOM hosts 55 Processes managing 105,000 Tx/Day

Central to all customer interactions

Full heart transplant … what could go wrong!??


7

Challenges

Business Challenges Technical Challenges

Global Oracle Site License for FusionWhy Pay for BE?

Multiple system dependencies -downstream stoppage causes upstream issue

Existing deployment was working. Why change?

Limited to no support of legacy apps

Merger activities. Will this all be wasted?

No SLA reporting & management

Will not cater for future vision of services

Evolving and maintaining aging platform carries high cost and time

Dramatic increase in customer interactions (esp. Self Service)

No High Availability or Redundancy

Increased competitiveness – we’re good at time to market but can we get better

Was a major disaster imminent?


Business Benefit and Impact

Hubert Truong



9

Benefits

Continue to meet Customer expectations

HA capability helps ensure SLA compliance, protects business revenue

Improved reliability and support

Reduced cost of operations

Reduced error resolution time

A framework for the future


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Benefits

Drive down OPEX and CAPEX costs:

Development costs will be lower in BW & BE, as the development methodology is easier to implement

The ESB provides SOA capability to the environment where new applications can integrate into a single point/system minimizing costs of integration and new/existing services

TIBCO-exposed services can be leveraged by any application requiring integration into our core systems

We will have support from TIBCO for any core patches/technical support as we will now be on supported versions


Solution Architecture

Maroun Azzi



12

High Level Architecture

Asynchronous Orchestration and State

TIBCO BusinessEvents (Inference Agent, Cache Agent, Query Agent)

EMS Queue

Audit/Error

TIBCO BusinessWorks

Dispatcher (Communication with PeopleSoft Adapter and

the end-systems

TIBCO BusinessWorks

Mediator (EMS/RV Translator and communication with end systems)

TIBCO BusinessWorks

Adapter

MNP

Adapter

SMD

Adapter

IMEI

Adapter

SV

Adapter

Tertio

Adapter

CCV

Database

Oracle 10g

Rendezvous

MessagingSecure

VaultMMS SSM SEAdapter

NMS

Adapter

People

Soft

BusinessEvents

Backing Store

Weblogic Application Server

TIBCO BusinessEvents

Componets

TIBCO BusinessWorks

Components

Legend

Custom Adapter/Bridge

Components

Runtime Layer

Monitoring and

Management LayerTIBCO Administrator TIBCO Hawk Agent

HTTP, SOAP,Other

Fetcher

TIBCO BusinessWorks

Poller

TIBCO BusinessWorks

TOM GUI

Adapter

NAI_SA

Adapter

Checker

Main Solution Capabilities of TOM• TIBCO BE provides real time provisioning layer to deliver

introspection, manage high volumes, dynamic transactions and state management

• HA is achieved through application load balancing and fault tolerance for TIBCO components and external load balancers for HTTP Server via Oracle RAC

Platform monitoring, redundancy

and availability

• TIBCO EMS receives and sends events to TOM platform to move the process through each of the steps in the flow.

• TIBCO BW is responsible for integration to the end systems via respective adapters.

Integration and

Connectivity

• TOM UI is a custom built UI to enable or disable particular process flows in the TOM solution

• TIBCO Administrator is used by System Administrators for the management of the TIBCO Components in the TOM solution.

User Interface

• TIBCO RV is used for all communication between the TOM System and the adapters to each of the other OSS/ BSS systems (Tertio, SingleView, MNP etc.)

Messaging Layer


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Future

proofing

Risk

mitigation

Solution Overview

Implement a provisioning platform to cater for

State management

Loosely coupled lightweight layer to provide scalability and throughput

Dynamic platform for managing the state of in-flight orders

Rules-driven platform to enable quick turnaround on short term campaigns / product offerings

Example: Recharge and Win

Goal Efficiency Stability

Improved

business

support


15

Platform Focus

Vision to reduce from 5 systems (TOM, Tertio, Hades, Tundra and Stargate) to 1

Consolidate orchestration engines to reduce complexity

Reduce administration and operational costs

Improve stability under high load

Modernise TOM to support Oracle 10G

Future-proof against requirements & possibilities

Reduce time-to-market for new services

Scale for peak periods

Complex bundling and set up / tear down

SLA management


Implementation

Hubert Truong



17

POC - validate the benefits of a new approach using Complex Event Processing (CEP)

Project timeline 6.5 months

On time and on budget

Successful teaming arrangement

Phased deployment Minimum Business disruption

Implementation Details


18

The Project Team

BSS & IT Portfolio Manager

BSS & IT

Program Manager

BSS & IT Solution Architect

BSS & IT Infrastructure Solution Designer

Application Solution Designer

Infrastructure and Environment PM

Test Lead TCS Delivery PM

TIBCO Developer

TIBCO Designer

Telco Architect

Design & technical Lead

TIBCO

VHA

TCS


19

Best Practices and Lessons Learnt

Mission critical system required trusted technology platform

Not all platforms are equal. We required:• Technology heterogeneity

• End to end management, monitoring and integration

POC is the best way to demonstrate new technologies and Vendor capability

Setting it right upfront, reaping the rewards later

TIBCO involvement crucial to project success

Especially where new paradigm and technologies are being used

Local presence Global Network

Skills transfer is key to future operational success


20

Best Practices and Lessons Learnt

Testing

Automation where possible

Performance testing

Ensure you have strong Project Management

On Time On Budget cannot be achieved without it

Ensure you have strong technical leadership

Critical to quality and timely delivery

Ensure the right Governance is in place

For support and coverage


21

Wrap Up and Summary

Customer choice means we must

Release new products to market quickly and reliably

Real time provisioning – Walk out working

Getting Business buy in and understanding of system lifecycle needs are key to success

Selecting Product is as much about the Technology as the Vendor

Leverage your Partners, know their strengths (and weaknesses)

Take the time set it up right upfront