introduction to os3 for bmc sales teamsmay 2011€¦ · ppt file · web view · 2018-02-06cloud...

© Copyright 07/05/2023 BMC Software, Inc 1

Introduction to OS3 for BMC Sales Teams

May 2011


Content

Introduction to SMI Telecoms

Differences between Telecoms/Network Operations and ITSM

Operator / Service Provider Focus and Challenges

Introduction to OS3

OS3 for BMC Remedy - Value Proposition

Target markets

Competitive landscape

Case Studies

How can SMI Telecoms help BMC Sales ?


For Further Informationhttp://communities.bmc.com/communities/community/tap/showcase/smi-t

SMI Telecoms is a Telecoms Industry focused BMC partner- BMC Technology Alliance Partner- BMC Single Sale Marketzone Partner

Telemanagement Forum Member

Introduction to SMI Telecoms


The differences could be summarized as follows:- Different standards body – TM Forum as opposed to ITSMf- Different operating practices and standards – OSS v ITSM- Different terminology and language i.e. ‘Trouble Management’

as opposed to ‘Incident and Problem Management’- Telecoms Operations tend to be more external customer focused

depending on the type of telecoms organization

Other differences and requirements of telecoms operations - Heavier bias on alarm generated ‘tickets’- Requirement to handle multi-dimensional data relationships – complex network infrastructure,

sites, markets, vendors, 3rd party service providers/operators, customers- Service modeling to support impact analysis and notification is more challenging for telecoms

operations- Requirement for interoperability with telecoms industry OSS & BSS tools- Requirement for non IP based discovery- Increased requirement for site and logistics management – increased focus on Work Order

Management and Field Force Dispatch – site/CO location details, key access, co-location considerations, health & safety and site maintenance conflicts

- Reporting and SLAs need to be telecoms operations specific i.e. MTTR metric

Differences between Telecoms Operations and ITSM


Language e.g.:- OSS- BSS- CO- MOP- ….and a whole slue of telecoms infrastructure terminology

Nuances of ‘telco’ organizations including regional differences following deregulation and competition in the global telecommunications industry- The industry consists of a diverse range of wireless and fixed line operators providing

voice and data capability to a diverse range of service providers across a diverse range of copper, fiber, wireless and satellite based infrastructure

- Services are provided to both consumers and businesses or both and some providers target niche markets such as remote rural areas

- Telecoms organizations can also include government departments, emergency services and large corporate entities such as Utility companies

Differences between Telecoms Operations and ITSM


Key Challenges for Service Providers/Operators

Maintaining and Enhancing Quality of Service (QoS), minimizing Customer Churn- The ability to react and resolve ‘outages’ before customers become aware- Effectively manage customers if they have already become aware- Management and maintenance of the network is a critical aspect of Network

Operations to maintain the highest levels of QoS. This requires effective management of network change activities to avoid causing outages.

Achieving Lean Operations- As voice and data services become increasingly commoditized, commercial

operators and service providers are under pressure to reduce operational overhead. Automated workflow to drive standard operating processes and procedures helps increase operational efficiency and effectiveness.

Establishing Agile Operations- Agile operations are needed to cope with rapidly changing product portfolios and

service delivery requirements (i.e. PDA/Tablet computing, VOIP, Unified Communications, Cloud Services). This requires management systems that are flexible.


OS3 Critical Capabilities

Ability to support complex and geographically dispersed network infrastructure- Network infrastructures to support voice an data services consist of vastly

heterogeneous equipment types and transport methods- Much of the dispersed infrastructure contains legacy and proprietary infrastructure

components which require legacy interfaces to be maintained (similar to the mainframe / distributed computing interoperability issues)

Ability to manage complex relationships- The network eco system consists of complex relationships between network

operators/service providers, ‘the network/circuit’, customers, vendors, third parties and internal departments. The challenges of collaboration and communication are further magnified by the geographical dispersed nature of network infrastructures which magnifies the number of parties involved.


The OS3 suite has a heritage that reaches back to the mid1990’s when the software IP was originally designed by a major global telecoms vendor

Over the last 10 years, the software has been significantly enhanced to incorporate telecoms industry best practices and standards as set out by the Telemanagement Forum (TM Forum)- The TM Forum is the telecoms industry’s best practice body and can be likened to the IT

industry’s ITSMf- Most telecoms companies will now be members of the TM Forum which has established key

business models and standards such as TM Forum Frameworx (NGOSS), Business Process Framework (eTOM), Information Framework (SID) and Integration Framework (SOA, OSS/J)

Latest versions of OS3 have been carefully designed to incorporate the required functionality to conform to TM Forum standards and best practices as well as ITIL best practices

The suite has also been designed to complement BMC ITSM software components to support harmonization of service management architecture and best practices for the both the IT organization and the OSS/Network Engineering/NOC departments.

Introduction to OS3


Reduce Cost – scheduling the right person to the right place at the right time

Automated Work Order Management

Reduce Cost – effective and efficient logistics management including site access

Comprehensive Site Management

Reduce Risk – detailed technical and service information and decision support

Effective Management of Complex Network Changes

Reduce Risk – manages multi-site, NE and service delivery relationships and dependencies

Enhance Customer service and increase QoS

Integrated Alarm and Customer Care Trouble Ticketing

Enhanced support for N/w Infra, Alarms, MOP, Sites, Markets, Vendors, 3rd Parties, OSS SID Telecoms Industry Focused Solution Suite

Management of multi-dimensional relationships

OS3 for BMC Remedy – Value Proposition


BMC Strategic Platform for IT and Telecoms OperationsMarket Leading - Out of the Box - Standards Based

Network Infrastructure Tools

Federated CI & Relationship Data

IT Infrastructure ToolsSID CDM

Federated Data Sources

OS3 Suite for Remedy BMC Remedy ITSM

BMC Remedy Action Request Server

BMC Atrium CMDB

JSR 91JSR 142


BMC Strategic Platform for IT and Telecoms OperationsProvides common service management platform

Telecoms OSS / eTOMTrouble Event Management

Customer CareNetwork Change Management & Maintenance

Service Level ManagementWork Order Management

Vendor ManagementSite Management

Configuration Management

ITSM / ITILIncident ManagementProblem Management

IT Change ManagementService Level Management

Service Request ManagementConfiguration Management

Asset Management


BMC Strategic Platform for IT and Telecoms OperationsFacilitates harmonization of ITIL Best Practices with eTOM









Asset Management

TM Forum Business Framework (eTOM)

ITIL










Asset Management

ITIL

TM Forum Business Framework (eTOM)

TM Forum Information Framework (SID)

TM Forum Integration Framework (OSS/J)

Service Management Processes

CMDB

B/OSS

BMC Strategic Platform for IT and Telecoms OperationsInfluences of industry best practices and standards

INFLUENCE

INFLUENCE


OS3 support for TM Forum Information Framework (SID)

A key aspect of the OS3 architecture is the OS3 SID extensions for BMC Atrium CMDB- Enables multi-relational Impact

Analysis of network infrastructure, resources, services and customers

- Enables real-time notification capability to customers, internal support groups and 3rd parties

- Provides federated CI platform for Network Engineering Change Management and Maintenance processes

Conformance to the TM Forum SID specification is a crucial requirement area. It is also a key differentiator for the Atrium CMDB platform against the competition.


Why do TM Forum and ITIL matter to CSP’s ?

TM Forum Frameworx (Business, Application, Information and Integration Frameworks) are being adopted by telecoms industry vendors which will:- Provide the platform for adoption of ‘out of the box’ solutions – lower overall TCO- Lower the cost of maintaining and implementing new integrations- Enhance interoperability between B/OSS systems- Quicker time to production to support new services and markets

Both TM Forum and ITIL conformance is being called for by the market in general and more and more RFx’s are requiring statement of conformance- CSP’s buying tools- CSP’s selling services to enterprise

Cloud Computing Service Providers will require both eTOM type business processes and ITIL IT Service Management best practices to support new portfolios:- SaaS- PaaS- IaaS- Unified Communications solutions


Business Case for Replacing Custom Remedy with OS3 Suite

Lower cost of ownership – configuration NOT customization

Reduce risk from loss or ransom of developer intellectual capital

Easier to maintain platform compatibility – let the vendor do the work

Leverage industry leading functionality and best practices

Increase operational efficiency and effectiveness through standards based interoperability across B/OSS system domains

Improve market perception through adoption of industry best practices


Case Study: Aviat Networks

Aviat Networks is a global provider of NOC Managed Services

OS3 Trouble Management module is deployed at San Antonio (Texas) NOC

Deployed into production within 3 months

Aviat customers supported using OS3 Suite include Open Range Communications, Fox Sports, US Navy, Virginia Beach, Trinidad & Tobago Government Telecom, Ivory Coast Telecom

Uses telecoms industry OSS/J JSR 91 standard integration with incumbent NMS vendor to provide end to end fault management capability

OS3 Network Engineering Change Management & Maintenance currently being rolled out at Open Range Communications to manage network maintenance including management of vendors and third parties


Case Study: Fortune 1000 CLEC

OS3 customer provides voice and data services to US business customers

Highly acquisitive and wanted robust platform to manage both IT changes and Network changes

Purchased BMC ITSM Change Management to manage IT changes

Rejected proposals from IT Change Management vendors including BMC, HP and CA for Network Engineering focused Network Change Management requirements

Against fierce competition from CA, customer purchased OS3 Network Engineering Change Management and Maintenance Solution. BMC Remedy is now the strategic change management platform for internal infrastructure and external network infrastructure.


How can SMI Telecoms help BMC Sales Teams ?

The telecoms world has expanded rapidly over the last 10 years with an ever increasing array of organizations competing to provide communication services. Much of this expansion has been due to global deregulation, the emergence of new services through technological evolution and increasing subscriber adoption.

The telecoms landscape is complex consisting of all shapes and sizes of players targeting consumer markets, business customers or both. Some of these players will have their own infrastructure (i.e. traditional carriers), others will lease and some will share.

As with ITSMf and ITIL, the TMf (Telemanagement Forum) has fast become a beacon for telecoms industry best practices and standards. Industry players are adopting these standards which is increasing interoperability between ‘telecoms vendors’ and which will eventually shut non telecoms vendors out of the market.

SMI Telecoms consultants will help you navigate and understand these nuances and we are offering to engage jointly with you on your telecoms opportunities to correctly position BMC solutions.


Pricing and Margins

Customer pricing for OS3 Trouble Management Fixed and Floating User Licenses is exactly the same as ITSM Service Desk

Customer pricing for OS3 Network Engineering Change Management and Maintenance Fixed and Floating User Licenses is exactly the same as ITSM Change Management

Tiered volume discounting is the same as ITSM

Customer User License pricing above includes Remedy Specialist License

Customer needs to buy ITSM Server pack – OS3 Suite Application Server licenses, OS3 SID extensions for Atrium, OS3 OSS/J and Jasper OS3 Reporting and Analytics will be bundled at no cost to BMC

Customer Maintenance pricing is the same as BMC ITSM

BMC receive 60% of net customer license pricing for OS3 User Licenses

BMC receive 100% of customer license pricing for Remedy Specialist Licenses


Contact

Email: [email protected]

Please note that Quindell Enterprise Solutions has rebranding to SMI Telecoms following the recent acquisition of majority stock from Quindell Group by new telecoms industry investors.

This was effective April 1st 2011

introduction to os3 for bmc sales teamsmay 2011€¦ · ppt file · web view · 2018-02-06cloud...

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