oss introduction

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

Information Security Level 2 Sensitive 2011 Proprietary and Confidential Information of Amdocs 1

Introduction to OSS

Yossi Nygate, PhD

VP Strategy and Architecture

August, 2011



What is a Network?

> Connection Oriented (Circuit Switching)

> Dedicated path used for duration of service

> Connectionless (Packet/Cell switching)

> Data is divided into packets route each packet takes can vary

> Packet sizes can change, cell sizes are constant

> Quality of Service (QoS)

> Throughput, delay, jitter

> Rings and Rerouting

> Technologies to support high reliability

> Rings additional hardware

> Rerouting additional intelligence

> Network Element (switch/router)

> (Semi)Intelligent device that selects a path for sending a

unit of data to its next destination

> Transmission Media

> Twisted pair, Coax, Fiber Optics, Air



Network Technologies

> Synchronous Digital Hierarchy (SDH), SONET, (PDH)

> Extremely High Speed up to 100GB

> Long distance connectivity, highly reliable

> Dedicated bandwidth connection oriented (trails)

> Architecture: Rings and Lines

> Use of multiple colors Dense Wave Division Multiplexing (DWDM)

> Asynchronous Transfer Mode (ATM), Frame Relay (F/R)

> Integrated support for QoS

> Applicable for Voice, Data, Video

> Connection oriented (PVC, SVC)

> Fairly reliable

> Up to 2.5GB

> Flexible but inefficient and expensive

> Architecture: Hierarchical

> Internet Protocol (IP)

> Very High Speed up to 10GB

> Connectionless

> No QoS, poor reliability

> Simple, ubiquitous, and inexpensive

> Architecture: Directed Acyclic Graph



Multi Layered Services

Layer 1

Optical - DWDM

Layer 3

IP Network

Layer 2

ATM/FR

Layer 1.5

SDH/SONET

Layer 7

Application

Vendor A Vendor B Vendor C

Vendor D Vendor E

Vendor F Vendor G

Vendor H

Vendor K



> Thousands of thousands of different types of

physical resources:

> Infrastructure: Cables: fibre, copper, coax

> Wireless equipment: antennas, microwaves,

satellites

> Different boxes: DSLAMs, SDH/SONET, DWDM, switches, routers, repeaters

> Sites: Central office, street cabinets, cell sites

> And logical resources:

> IP addresses, phone numbers, IP application

(VLANs)

> Multiple vendors

> Numerous mergers and acquisitions

The Network - Whats in there?



Evolving towards Next Generation Networks



> Use of Manager and Agents

> Protocols such as SNMP (Simple Network Management

Protocol), TL1 (Translation Language 1), MMI, Q3, CORBA

> Functionality

> Fault > Detection, isolation and correction of abnormal operation

> Configuration > Change the configuration

> Collect information about the current condition

> Announcements of significant changes in the condition

> Accounting > Keeping track of service usage by customers

> Performance > Gather statistical information

> Thresholding

> Maintain and examine logs of system state histories

> Security > Creation, notification, deletion and control of security services and events

Managed Network Elements

NE, Ring, Group, Subnetwork,

Element Manager System

Manager

Agent

Agent

Agent Agent

Network Management Functionality ITU X700



> Alarm Surveillance

> Alarm reporting and summary

> Fault Filtering and Localization

> Use of thresholds

> Fault Anticipation

> Alarm Correlation

> Handle Event Storms

> Determine Underlying Fault

> Automate Corrective Actions

> Fault Correction

> Forward alarms (X.733)

> Trouble tickets (X.790)

> Service test, circuit, test, loop backs

NE Agents

Conditions

Traps Polls Poll

Response

Actions

Notify Platform Email Page

Fault Management



Example Alarm Displays



Network Display and Correlation



> Inventory

> Current status of each entity

What is available, what is in use, what is planned

> Keeping track of device settings and how they function

> Provisioning

> Define configuration information

> Set and modify attribute values

> Provision resources upon request

Design and Assign

Automatic path finding

> Define and modify relationships

> Initiate and terminate network operations

> Distribute software

> Set clock

Configuration Management



Trail Manager

1. Point & Click at the

service you want

2. Drag and Drop

to desired port(s)

1. Select end point

and relevant

constraints

2. Select end

point and choose

path



Accounting

> Keeping track of service usage by customers

> Produce usage records - resources include

> Requirements

Sender

Receiver

Number of packets/time (rate base versus time based usage)

QoS tracking

> Service

> Communication facilities

> Computer hardware



> Performance Monitoring sample various metrics

> Traffic distribution

> Percentage of packet types

> Distribution of packet sizes

> Delay distribution

> Collisions, CRC errors, Dropped packets

> Channel Utilization

> Performance Management Control

> Alarm Thresholds

> Traffic control

> Performance Analysis

> Record statistics for further analysis - network trends.

> Effect of traffic load

> Define a stable network

Performance Management



Early detection enables proactive correction of developing troubles

Increase revenues by selling SLAs

Performance Statistics

Showing counts from: 13:00 15Dec94

Replace list with requested statistics

Add requested statistics to list

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10 Main

10 Main

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10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

10 Main

Network Element

Daily 15 minute

Reset List

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

STM16

Unit

Line Rx CV

Line Rx ES

Line Rx SES

Path Rx CV

Path Rx ES

Path Rx FC

Path Rx SAS

Path Rx SES

Path Rx UAS

Line Rx CV

Line Rx ES

Line Rx SES

Path Rx CV

Path Rx ES

Path Rx FC

Path Rx SAS

Parameter 13:00- 13:15

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List Options

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16



Security

> User management - Access Security

> Identification, Authentication, and Authorization

> Scoping, Functionality

> Audit Trail

> Tracking security events and producing alarms.

> Data Encryption: public key, private key, session key

> Identifying attack attempts and blocking them.

> Blocking malicious contents (viruses, worms, etc).

> Intrusion Recovery



> SNMP - Simple Network Management Protocol

> Use of TCP/IP stack (SNMP over UDP over IP)

> Use of Management Information Base (MIBs)

> Standard (over 2000)

> Experimental

> Enterprise specific

> Manufactures define and publish proprietary MIBs

> Standard for IP networks and becoming the de-facto management protocol

> Can be used for Fault, Performance, Configuration

> SNMPv3 was to include greater capabilities - but still pending

> Drawbacks with respect to scalability and security

> Billing Mediation via bulk transfer of AMA or CDR

> Security to be addressed in SNMPv3

Management Protocols



nt::={ enterprises 562}

magellan(2)

passport(4)

passpor t(1)

passpor t(2)

concor deCSM(3)

products(1) management(3)

other bnr ar cs...

common(2) concorde(5) other magellan ar cs...

dpnPr oxy(5)

mibs(1)

concr odeILMI(4)

frameRelay(5)

dpnBaseRouting(1 1)

dpnGateway(6)

pors(7)

vtds(8)

htds(9)

btds(10)

passpor tTCs(2)

other mibs ...

contexts(3) parties(4)

transactionContext(1)

r esponseContext(2)

base(4)

topology(12)

components(2)

passpor tT raps(3)

logicalPr ocessor(9)

dcs(4)

bcs(5)

tr unk(6)

voiceSer vice(7)

friUni(8)

transactions(1)

other rst level components...

pr ov(2)

shelf(10)

other contexts...

usefulDe nitions(1)

standar dMIBs(3) transactionAndResponseContext(3)

dsxMib

x25DteMib

MibII

etc.

frameRelayR3dot0(2)

frameRelayR3dot1(3)

frameRelayR2dot0(1)

frameRelayR3dot2(4)

x25r1dot2(2)

x25r1dot3(3)

x25r1dot0(1)

x25r2dot0(4)

Internet Standard MIB Support

RFC1155 Structure of Management Information

RFC1157 Simple Network Management Protocol

RFC1212 Concise MIB Definitions

RFC1213 Management Information Base II (MIB II)

RFC1354 SNMP IP Forwarding Table MIB

RFC1447 Party MIB for Version 2 of the SNMPv2

RFC1450 MIB for SNMPv2

RFC1471 MIB for the Link Control Protocol of the PPP

RFC1472 MIB for the Security Protocols of the PPP

RFC1473 MIB for the IP Network Control Protocol of PPP

RFC1474 MIB for the Bridge Network Control Protocol PPP

RFC1493 Definitions of Managed Objects for Bridges

RFC1512 FDDI Management Information Base

RFC1643 Ethernet-like Interface Type MIB

MIB support



> OSS is a set of systems providing processes, data, and applications to

help Service Providers, plan and build, provision and maintain their

services and networks

> Leverage capabilities provided by Element Management Systems

(FCAPS) to provide consolidated view across all technologies and

networks

What are Operation Support Systems (OSS)

Plan

and Build Provision Maintain

Cable DSL Broadband Wireless Backbone

Voice Enterprise Data Video

OSS



How Things Were



> Model Service and Network Inventory used by all OSS

processes

> Planning - Information on current and planned capacity usage

> Fulfillment - Service and Resource provisioning

> Assurance - Topology based correlation

> Support

> All technologies

> All services

> All vendors

> Auto-discovery

> Service Providers always have

multiple inventory systems

GUI Reconciliation Engine

Re

po

rts

Services

Network Inventory

Logical

Physical

Auto-Routing

Engine

Survivability

Analysis

Impact

Analysis

Re

po

rts

Design and

Assign

Inventory Systems

APIs



Physical and Logical Inventory



Service Inventory



Traffic Modeling



Planned resource

shown with dotted lines

Capacity shown in

color coded links

Schematic View



Outside Plant and GIS



> Process Engines are tools to design, deploy, execute and

monitor business processes

> Similar to flow charts except one can use a designer to build

the process flow and then directly execute the process

Process Management

Parallel

Serial

While Do

Do While

Ad hoc

Parallel

Serial

While Do

Do While

Ad hoc

Start Step

End Step

Precondition

Wait duration

Iteration

Root context shared

with sub-process

Alarm

Decision

condition



Process Example

Provision

Voice

Analyze

Order

Provision

Access Provision

Internet

Provision

Wireless

Order includes

Delivery date

Combination of service types

Location

Etc.

Notify

Billing Dependent upon total

bandwidth and quality of

service required

Voice?

Internet?

Wireless?

Success

Success

Success

Fail

Fail

Fail

Fail



> Model flow conditions > If A, then B else C

> Iterations > For, while..

> Step types > Manual

> Automatic

> Wait > Until

> Alarms > If no response then..

> Preconditions > Do A if B is true

> Hierarchical > Sub-processes

Capabilities



Process Designer



> Medium-/short-term oriented

> Ongoing utilization monitoring

> Adaptive capacity augmentation

> Typical use cases: - Analyze capacity trends

-Just-in-time capacity adjustment - Dynamic thresholding

> Long-/medium-term oriented

> Top-down oriented approach

> Typical use case:

- Forward looking capacity plan - What-if analysis

- Changes to network structure

Forward-looking Capacity Planning

Bottom-Up

Top-Down

Forecasting

Network Utilization

Trend Analysis

Demand routing

Resource allocation

Network

Inventory

Demand

Forecast

Utilization

trending

Abstract layered

network model

Network

Measurement

Demand/resource mapping

Proactive Capacity Management

Operations Support and Readiness Plan and Build



Planning Domains

Access Network

Core Network

Technologies e.g.

GSM, UMTS, LTE

Multi-layered

Transport (Transmission) Network

Technologies e.g. IP, MPLS VPNs, Ethernet,

ATM, FR, PDH SDH/SONET, WDM

Devices e.g.

BTS/BSC,

NodeB/RNC,

eNB

Transmission Devices e.g.

Line Systems, Multiplexers,

Cross-Connects, Routers,

Switches, ODFs, DDFs

Mobile Devices e.g.

MME, S-GW, HSS,

MSC, GSNs, IMS, INs

Auxiliary Devices e.g.

Power Plant, IT Servers

PTP Servers Auxiliary Devices e.g.

PSU, GPS

OLO services

3GPP resource facing services

e.g. Iub, S1, X2, IuPS, Gn, Gr

Radio / Cell

Parameters



Thresholds severity levels facilitate problem reporting

> User configurable severity levels aid prioritization

> Rapid pinpointing of capacity issues

> Port, VLAN, bearer, Power, etc.

> Can be used against current or trended data

Threshold breaches drive proactive actions

> Event triggering e.g.

> An email to a capacity planner

> Event forwarding to event management systems/dashboards

90-100% - Critical

75-90% - Warning

0-25% - Minor

Circuit Example

Capacity Management



> Ensuring that the network is sized

correctly

> Understand whats out there and how its being used

> Identify under-utilized network

> See what new demand is coming

> Determine what and when to build

> Allowing the operator to

> Create the Service Ready Network

> Reduce capacity shortfalls and order

fallout/delay

Trend Management



> Site Management

> Model the usable space in a site i.e. the perimeter and layout of an equipment room

> Power and HVAC

> Model power supplies, generators, air- conditioning units and their capabilities

> Zone Management

> Represent the relationships between a supply (e.g. power) and the parts of the site that it serves

> Device Placement

> Ensure equipment is installed in a suitable location with sufficient power and cooling

> Google Map Integration

Site Management



Frequency Management



> Receive from Marketing organization requirements on new

services or estimates on take up of new offer by region, e.g.

> Creation of a new business center or residential neighborhood

> New high speed service such as 20 MB broadband or video calls

> Use inventory systems and current network utilization, to

plan what expansion is needed

> Access, backhaul, core

> Perform network build process, e.g.

> Adding new switches, cards or other equipment

> Installing new fibers

> Allocate new frequencies

> Support new technology 3G, 4G, LTE, Ethernet

Planning Process Top Down



> Monitor the network and resource utilization in inventory

systems

> Determine where and when there is lack of capacity

> Use of current utilization and trending analysis

> Design what expansion is needed

> Access

> Backhaul

> Core

> Perform network build process, e.g.

> Adding new switches, cards or other equipment

> Installing new fibers

> Allocate new frequencies

> Support new technology 3G, 4G, LTE, Ethernet

Planning Process Bottom Up



Planning

Resource Management

Capacity Management

Resource Planning

Strategic Capacity

Management & Planning

Resource Management

Client

Cramer Client

Framework &

SSO

Planning Client

Enterprise

Resource

Planning

Business

Administration

Monitoring

CRM /

Marketing

Planning Engine

Trend Planner Planning Packs

Future Trends

Dyn.Thresholds

Scenario Planning

Historic Trends

Resource Manager Site Planner

Space, Power, Cooling

As Built Network Resource Planner

Standard Builds

Routing, Topology &

Analysis Algorithms

e.g. for MPLS

Committed

Plans

Consolidation

Planning Data Model

PM

Systems Cap. & Util.

Snapshots

Cap. & Util.

Snapshots

Capacity

& Utilization

Snapshots

Threshold

Management

Threshold

Breaches

Botto

m-u

p

Trending

Capacity & Utilization

Top-D

ow

n

Translating

Demand into

Resources



Service Fulfillment

> Allocate and activate resources to support new customer

services e.g. Quad play offering for $100 per month

> Broadband e.g. 10 MB/sec per weekday and 20 MB/sec on weekend

> Voice 1000 domestic minutes plus international calls at 10c per minute

> Wireless 1000 SMS, 500 domestic voice minutes, and1GB of data . If exceeded, costs are 1c per SMS or voice minute or MB

> TV 50 basic channels s and 4 sports channels

> Use process engine to model the top down following flow

> Decompose customer order across multiple inventory systems

> Design and assign relevant resources from each system

> Distribute design actions across multiple activation products,

partners and technicians



Order Capture

> Offer customer different

combination of services

> Voice

> Data

> TV

> Wireless

> With various price plans

> Voice minutes

> Data speed

> Data volume

> TV Channels

> Number of SMSs

> Support multiple order actions

> Provide, change, cancel,

suspend, amend

Not feasible to define a process

to model all options as the

number of combinations are

O(2)



Orchestrated Processes

Ordering Service Order Manager

Decompose

Bundle Order

Process

Process

Process Process

_

Service Order

_

Service Order

_

Service Order

_

Project Order

Order Decomposition and Orchestration

> Receive customer order and

decompose into corresponding

service and resource components

> Map each component into

corresponding process fragment

> Orchestrate the dependencies

and execution of each process

fragment

> Execution of the each process

fragments using industry leading

process engine



Details>



Decomposed Fulfillment Specification

C_Broadband

r_CPE

r_retail_Access

r_network

r_IP

r_AAA

Init

MSI Create

CPE_Design

CPE_Dispatch

Access Ethernet Design

Network Design

IP Design

AAA

Security_Profile_Activate

implementation

MSI Complete

Legend

Blue Services Pink Activities Black Activity Implementation

Red Fulfillment Phase

Init

MSI

MAN Design

Dispatch

Design

Activate

MAN Activate

Implement

Complete

1

2

3

5

r_CPE

r_retail_Access

Se

rvic

e P

lan

(C

FS

/RF

S)

Activity P

lan

MAN Design

MAN Design

Initiation

Design

Implementation

Completion



Customer

Order Capture

Decomposition

Inventory

Ord

er

> Decompose a customer order into set of

services and resultant process fragments

with corresponding due date

> Send each service to corresponding

inventory system or business partner, e.g.

> Voice and Internet via own network and

wireless through a partner

> Manage order dependencies, e.g.

> Provision wireless first and then

voice and internet in parallel

> Manage order changes, e.g.

> Customer makes change in the

middle of the order to increase their

bandwidth

Order Decomposition and Orchestration

Inventory Inventory

Business

Partner

Service

Se

rvic

e



Inventory

> For each service perform

design and assign to

determine the set of tasks

that need to be executed to

provision the service

> Send resulting tasks to

corresponding systems for

execution



Customer Interfaces

Business and Operations Support Systems

Voice Response Field Techs Soft Dial Tone Others

Network Domains, Elements and Element Managers Switches IN SCPs xDSL ATM / Frame SONET / SDH MSCs / HLRs IPs / Adjuncts Others

~~~ ~~~ ~~

~~~ ~~~ ~~

~~~ ~~~ ~~

--- --- ---

--- --- ---

---

--- ---

--- ---

--- --- ---

Common Service Description Layer (CSDL)

S A R M

Atomic Service Description Layer (ASDL)

Internet / WWW Service Reps

SRP1 SRP2 SRP3 SRPn OCA

AIMS

Convergent Communications Domains

ASAP - Convergent Activation Platform

NEP1 NEP2 NEP3 NEPn ISP

Customer Care Order Management Other Systems

CSDLs

ASDLs

Scripts

Services

IP

OCA

Client

Activation

> Use of activation systems to

execute the tasks determined

by the inventory systems using

the API of the corresponding

element management system

> Use of the Configuration

capability of FCAPS

> Used for automatic actions



Work Force Management

Field Force

Automation

Data

GPRS

PSTN

Network Operations & Monitoring

People Geography Tasks Skills SLAs

HandHeld Win 95/98/2000 CE 3.0

Intelligent Appointer

Control & Operations

Customer Care

Oracle

Taskforce For Field

Work Orders Assignment

> Type/category

> Location and driving time

> Importance

> Skills

> SLAs

> Commitment times

> Work instructions

Optimal (least cost/time) allocation of the

manual tasks determined by the inventory

systems to assign a qualified and

available field technician



Calculate

Quote

End-to-End Order Fulfillment Process

Order Request Customer

Information Order Tracking Order Tracking

Quote

Customer Notification

Order

Initiation

Configuration

and Validation

Indicative

Feasibility and

Serviceability

Order

Placement

Notify Billing &

other BSS Systems

Eligibility

Rules

Compatibility

Rules

Product to

Services

Decomposition

Rules

Feasibility

Check

Technical

Project Order

Commercial to

Technical Order

Decomposition

Order

Fulfillment

Completed

Inventory

Update

Implement and

Activate

Design and

Assign

Service

Inventory Query

Service and

Resource Feasibility

Check

Report Order Status

Technical Service Orders

Am

docs

Multi-

Channel

Selli

ng

Am

docs

Ord

erin

g

Am

docs

Ente

rprise

Pro

duct

Cata

log

Am

do

cs S

erv

ice

Ma

na

ge

me

nt

Am

docs

Serv

ice &

Resourc

e

Invento

ry

Fallout, Task & Jeopardy

Management , BAM

Negotiation and Validation Capture Order Tracking Order Completion

Ongoin

g u

pdate

s

Technical

Orchestration

3 Phase

Decomposition

Fulfillment and

Service Order Tracking

Fallout, Task & Jeopardy

management , BAM

Te

chnic

al O

rder

Managem

ent

Centr

al P

roduct

and S

erv

ice

Cata

log

Com

merc

ial O

rder

Managem

ent



Service Assurance Top Down and Bottom Up

> Ensure that the network is performing correctly

> Collect and analyze fault and performance data

from multiple networks using FCAPS capabilities

of the EMSs

> Correlate network problems and identify root

cause using inventory data

> Create corresponding network trouble tickets and

execute resolution processes to resolve them

> Ensure the Customer Experience

> Collect problem reports from customer

> Correlate customer complaints and network

problems

> Proactively notifying customers when issues

occur

> Prioritize restoration based on customer SLA or

loss of revenue

ATM

SDH

Voice IP

ATM

SDH

Voice IP

Manager

Of Managers

SDH DWDM

Trouble

Ticketing SLA CRM



Fault - Manager of Managers


Information Security Level 2 Sensitive 2011 Proprietary and Confidential Information of Amdocs 54 16

Performance - Manager of Managers



Radio Access Network

Core Network

Service platform & application servers

Service Assurance Suite

Tickets

and

Cases

Fault Management Netw

ork

Fo

cus

Serv

ice

Focus

Re-provisioning of Service

Automatic

Resolution

Processes

Custo

mer

Fo

cus

FOH/

BOH

Network Trouble Tickets

Customer Trouble Tickets

Inventory

KQI Violations

Fault Management Fault

Management

Service Quality Management


Service Assurance Solution

Problem

Management

Testing

Manual Resolution/WFM

Verify Resolution



Ordering

SOM

SCM/EPC

Work Force

Fault/Perf/SLA

Management

Design and Assign

Manual Tasks

Work Orders, Jobs

Partners BSS OSS

Activation Discovery

RM Legacy

Inventories Legacy

Inventories Legacy

Inventories

Activation

Number Management

Feasibility Checks, Order Fulfillment

Activation

Requests

TTs/ KPI violations

B2B

OSS Solution Architecture

Network Build

Network Optimization Planning

Engine

Number Management

Inventory Queries

Inventory

Billing

Customer



The eTOM



eTOM Level 3



Thank You

oss introduction

Documents

application vendor

ip network layer

sdhsonet layer

network whats

optical dwdm layer

atmfr layer

ip addresses

inexpensive architecture