srinivas rodod v2 2

<Insert Picture Here>

Oracle Communications

Rapid Offer Design and Order Delivery

Srinivas Padmanabharao Oracle Communications November 2011

© 2010 Oracle Corporation – Proprietary and Confidential 2

Agenda

• Introduction

• Rapid Offer Design and Order Delivery

• Oracle Order and Service Management

• Summary

• Q & A


Agenda

• Introduction



• Summary

• Q & A


Massive number of commercial offers

Launch offers in days and weeks, not months

Diversity of Sales order formats and contents to fulfill

Evolving fulfillment systems and suppliers in your business

Manage the unique fulfillment needs of every customer’s order

Large number of revisions, changes and order types

Order status and fallout management

1

2

3

4

5

Challenges are enterprise-wide

6

7

Order Management Challenges


Traditional Service Provider Options Investment Ratio: ■ CSP ■ Vendor

Monolithic Best-of-breed Productized Solutions

Competence center

Re-usable assets

• One Implementation / One

Code Release

• Proprietary integration

Delivery Model:

One vendor

Product < 20%

Services > 80%

(or in-house)

Competence center

Re-usable applications

• Leverage best practices

• Customization

• System Integration

Delivery Model:

One SI + Apps vendors

Productized applications

Productized integration

components

• Adopt standards

• Configuration and

Deployment

New Paradigm:

• Pre-integrated and

productized solutions

• Plus any SI


Oracle Communications Approach to industrialize OSS/BSS Transformation

• OSS/BSS Application Products

are broadly aligned with Frameworx

• Productized Solutions

integrate several products to cover significant

slices of Business Process Framework.

• Rapid Offer Design and Order Delivery Solution

is Certified by TM Forum

• Roadmap: complete certification of Concept to

Cash solutions portfolio


A new paradigm for reduced Risk and TCO Investment Ratio: ■ CSP ■ Vendor

Monolithic Best-of-breed Productized Solutions

Competence center

Re-usable assets

• One Implementation / One

Code Release

• Proprietary integration

Delivery Model:

One vendor

Product < 20%

Services > 80%

(or in-house)

Competence center

Re-usable applications

• Leverage best practices

• Customization

• System Integration

Delivery Model:

One SI + Apps vendors

Productized applications

Productized integration

components

• Adopt standards

• Configuration and

Deployment

New Paradigm:

• Pre-integrated and

productized solutions

• Plus any SI


• Differentiating Customer

Experience Through Unified CRM

and BRM Solution

• Rapid Offer Design and Order

Delivery Solution

• Converged Service Fulfillment for

Consumer and Business Services

Solution

Oracle’s “Concept To Cash” Solutions

9 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

• Delivering productized solutions requires:

• A large enough portfolio of products

• Compliance to standards

• Ability and willingness to invest upfront on productization

RODOD

Converged Fulfillment

Unified CRM/BRM

“Concept to Cash” Mapping Frameworx 10.0 - Business Process Framework 8.0


Agenda

• Order Management Challenges & Trends



• Summary

• Q & A


Rapid Offer Design and Order

Delivery Solution

• Enables providers to rapidly

design and introduce offers,

capture and fulfill orders efficiently

and accurately, and provide

visibility across the entire order

lifecycle

Addressing three key metrics

• Offer Time to Market

• Order Cycle Time

• Operational Efficiency

Rapid Offer Design and Order Delivery Solution Scope

© Oracle Corporation, 2011 12

Rapid Offer Design and Order Delivery Overview

• Siebel Communications

• Order and Service Management (OSM - COM)

• Billing and Revenue Management (BRM)

• Product Hub for Communications (PH4C)

• Application Integration Architecture (AIA)

• Design Studio

Applications

Product class Query (OSM, Siebel)

Central Order Management (Siebel, OSM, BRM)

Fallout Management (OSM, Siebel)

Billing Fulfillment (OSM, BRM)

Service Fulfillment Integration (OSM-COM OSM-SOM)

Accelerators

Synchronized offer fulfillment design

Zero configuration offer launch

Dynamic decomposition and orchestration

Automated fallout management

Intelligent Change Order Management

Benefits


Offer Design & Order Delivery Solution Components

AIA AIA Based Integrations

SI SI Provided Integrations Channels W R P CC

WFM SCM

AIA AIA AIA

AIA SI SI

Order

Capture

Siebel

Service

Siebel

Billing

BRM

Central Order Management OSM

EBS

WFM

Siebel

EBS

SI

Inventory

Service Order

Management

Activation

OSM

UIM ASAP SI SI Other

SI

Enterprise

Product

Catalog

Product Hub

AIA

AIA

AIA

AIA


Channels W R P CC

WFM

AIA AIA AIA

AIA SI SI

Service

Siebel

WFM

Siebel

SI

Inventory

Provisioning

Activation

OSM

UIM ASAP SI SI Other

SI

Offer Design

Solution Components

EBS

AIA AIA Based Integrations

SI SI Provided Integrations

EBS

SCM

Order

Capture

Siebel

Billing

BRM

Central Order Management OSM Enterprise

Product

Catalog

Product Hub

AIA

AIA

EBS

AIA

AIA

Products

Product Hub 4 Comms

Siebel

BRM

OSM 7.0

EBS

Integration PIP

Product MDM PIP


Rapid Offer Design and Order Delivery Solution Components

Order Capture

Channels W R P CC

Central Order Management

Inventory

Other

Service Order Management

Service Billing

Activation

WFM

AIA AIA AIA

AIA SI SI

Siebel Siebel BRM

OSM

OSM

AIA / SI Provided Integrations

UIM ASAP SI SI SCM

SI

Not the Focus BSS OSS

En

terp

rise

Pro

du

ct C

ata

log

PH4C

AIA

AIA

AIA

SI

EBS

SI


Order Delivery Solution Components

Sie

be

l B

RM

O

SM

Order Capture

• Multi-channel Quote & Order Capture

• Sales catalog

• Configurator / UI

• Contracts, Entitlements

• Pricing

• Customer Asset Management

Service

• Customer Support

• Trouble Ticketing

Agreements / SLAs

• Contracts Entitlements

AIA

Order Capture

Channels W R P CC


Inventory

Other


Service Billing

Activation

WFM

AIA AIA AIA

AIA SI SI

Siebel Siebel BRM

OSM

OSM


UIM ASAP SI SI SCM

SI


Service

En

terp

rise

Pro

du

ct C

ata

log

PH4C

AIA

AIA

AIA

SI

Order Capture



Sie

bel

BR

M

OS

M

Order Management

• Customer Order Mapping, Decomposition and Orchestration

• Status Management

• Fallout Management

• Change Management

Provisioning

• Customer to Service Order transformations

• Order Decomposition & Orchestration for service design and activation

• Local Fallout, Status and Change management

AIA

Order Capture

Channels W R P CC


Inventory

Other


Service Billing

Activation

WFM

AIA AIA AIA

AIA SI SI

Siebel Siebel BRM

OSM

OSM


UIM ASAP SI SI SCM

SI




Sie

bel

BR

M

OS

M

Ordering

• Create Accounts, Billing Info and Payment Info

• Purchase Services, Products and Discounts

Rating & Billing

• Event handling

• Pricing / Discounts

• Billing

AIA

Order Capture

Channels W R P CC


Inventory

Other


Service Billing

Activation

WFM

AIA AIA AIA

AIA SI SI

Siebel Siebel BRM

OSM

OSM


UIM ASAP SI SI SCM

SI




Sie

bel

BR

M

OS

M

• Extensible

• SOA based

• Integration and deployment accelerators

• Enterprise business objects

• Enterprise business services

• Reference business processes

• Application business connectors for Siebel, OSM and BRM

AIA

Order Capture

Channels W R P CC


Inventory

Other


Service Billing

Activation

WFM

AIA AIA AIA

AIA SI SI

Siebel Siebel BRM

OSM

OSM


UIM ASAP SI SI SCM

SI



Oracle’s Solution Rapid Order Design and Order Delivery - Benefits

• Fast offer design and implementation • End-to-end view required to create and

test offers

• Zero configuration offer introduction

• Short order cycle time • Technical service qualification across all

channels for all order types

• Automatic decomposition & orchestration of sales orders for any offer or bundle

• On demand order status visibility for all channels across the order lifecycle,

• Automatically handling in-flight order revisions and cancellations

• Lower OPEX • Orchestrates across existing systems

preventing costly new silos

• Productized integrations reduce initial and ongoing support costs

© Oracle Corporation, 2011 21

“A New Paradigm” For Your Business Three differentiating design concepts

Key Design Principles Value

Decoupling of

commercial offers

Marketing offer generation not constrained by IT

infrastructure

Zero Configuration offer introduction

Dynamic Generation of

Orchestration Plans

Simplifies complexity to handle all orders,

channels, products and customer types

“Unparalleled” reduction in IT effort

Fulfillment Topology

Abstraction

Reduces risk to support changes to fulfillment

systems landscape

Shields front office operations (systems, products)

from changes to network or IT topology

• Completed “TMF Conformance

Certification” with the Business

Process Framework version 8.0

• Certification covers 5 L2 and 24 L3

processes

• All Level 3 processes certified have

achieved the maximum “Level 5”

Fully Conformant score

• First TMF certification to achieve the

„Solution Certified‟ mark

• 65 page certification document with

direct references to 100‟s pages of

documentation – which will be

published on TMForum.org and

RODOD Virtual Briefing Center

Conformance Results AssessedBusinessProcessFrameworkConformance–ORACLERODOD

BusinessProcessFrameworkProcessElement

AssessedDomain

ConformanceLevel

WithinLevel1:1.2.1–Marketing&OfferManagement

Product/Market NotApplicableforLevel1process

WithinLevel2:1.2.1.5– Product&OfferDevelopment&Retirement

Product/Market ScopePartiallyConformant(2)

1.2.1.5.2–AssessPerformanceofExistingProducts Product/Market ScopeFullyConformant(5)

1.2.1.5.4–DevelopProductCommercializationStrategy Product/Market ScopeFullyConformant(5)

1.2.1.5.5–DevelopDetailedProductSpecifications Product/Market ScopeFullyConformant(5)

1.2.1.5.6–ManageProductDevelopment Product/Market ScopeFullyConformant(5)

1.2.1.5.7–LaunchNewProducts Product/Market ScopeFullyConformant(5)

1.2.1.5.8–ManageProductExit Product/Market ScopeFullyConformant(5)

WithinLevel1:1.1.1–CustomerRelationshipManagement

Customer NotApplicableforLevel1process

WithinLevel2:1.1.1.2–CustomerInterfaceManagement

Customer ScopePartiallyConformant(2)

1.1.1.2.1–ManageContact Customer ScopeFullyConformant(5)

1.1.1.2.2–ManageRequest(IncludingSelfService) Customer ScopeFullyConformant(5)

1.1.1.2.4–Mediate&OrchestrateCustomerInteractions Customer ScopeFullyConformant(5)

WithinLevel2:1.1.1.4–Selling


1.1.1.4.4–AcquireCustomerData Customer ScopeFullyConformant(5)

1.1.1.4.3–NegotiateSalesContract Customer ScopeFullyConformant(5)

1.1.1.4.5–Cross/UpSelling Customer ScopeFullyConformant(5)

1.1.1.4.7–ManageSalesAccounts Customer ScopeFullyConformant(5)

WithinLevel2:1.1.1.5–OrderHandling

Customer ScopeFullyConformant(3)

1.1.1.5.1–DetermineCustomerOrderFeasibility Customer ScopeFullyConformant(5)

1.1.1.5.2–AuthorizeCredit Customer ScopeFullyConformant(5)

1.1.1.5.4–Track&ManageCustomerOrderHandling Customer ScopeFullyConformant(5)

1.1.1.5.5–CompleteCustomerOrder Customer ScopeFullyConformant(5)

1.1.1.5.6–IssueCustomerOrders Customer ScopeFullyConformant(5)

1.1.1.5.7–ReportCustomerOrderHandling Customer ScopeFullyConformant(5)

1.1.1.5.8–CloseCustomerOrder Customer ScopeFullyConformant(5)

WithinLevel2:1.1.1.6–ProblemHandling


1.1.1.6.2–ReportCustomerProblem Customer ScopeFullyConformant(5)

1.1.1.6.3–Track&ManageCustomerProblem Customer ScopeFullyConformant(5)

1.1.1.6.4–CloseCustomerProblemReport Customer ScopeFullyConformant(5)

1.1.1.6.5–CreateCustomerProblemReport Customer ScopeFullyConformant(5)

• TM Forum: http://www.tmforum.org/BestPracticesStandards/CertifiedConformant/10660/Home.html

• RODOD VBC: http://vshow.on24.com/vshow/rodod

http://www.tmforum.org/BestPracticesStandards/CertifiedConformant/10660/Home.html

http://vshow.on24.com/vshow/rodod


Rapid Offer Design and Order Delivery Solution Summary

Service

Fulfillment

PH

4C

Pro

du

ct M

as

ter

Channels

Central

Order Management

Others

WFM

SIEBEL

OSM

OSM

SCM

AIA

Billing

AIA

BRM

Web Partner Call

Center Retail

CRM

BUS

AIA

• Best in class applications • Product Hub for Communications

• Siebel CRM

• Order and Service Management (OSM)

• Designed and tested as a solution • Validation, Fallout, Status, Assets, …

• Decomposition & Orchestration

• Technical Service Qualification

• Robust AIA SOA+ Infrastructure • Transactionality, Guaranteed Delivery, High

Availability, Sequencing, ..

• AIA for Communications Foundation Pack

• Comprehensive • Source, Define and Publish Offers

• New, Revision, Follow-on, Deliver/Qualify, Future Dated, Priorities, Job Orders, …

• Innovative • Simplified Product Mappings & Traceability

• Decouple commercial offerings and flows

• Dynamic orchestration plans

• Decouple fulfillment flows & topology


© 2009 Oracle Corporation – Proprietary and Confidential

24

Demo Scenario Part 1

[HIDDEN] Design Synchronization and Zero Touch Config

Siebel Product Administration



25

Demo Scenario Part 1[HIDDEN] Design Synchronization and Zero Touch

Config • Siebel Class Import Into OSM

OSM Design Studio : Product Class Import Wizard

© 2010 Oracle Corporation – Proprietary and Confidential 26 © 2009 Oracle Corporation – Proprietary and Confidential 26

Order Delivery Order capture & submission

CSR can initiate a request to Qualify the service to validate if it can be delivered


Orchestration Web Client for OSM 7

© 2010 Oracle Corporation – Proprietary and Confidential Oracle Communications – APAC Partner Advisory Council July 2010 27


Orchestration Web Client Screen Shots

© 2010 Oracle Corporation – Proprietary and Confidential Oracle Communications – APAC Partner Advisory Council July 2010 28

© 2010 Oracle Corporation – Proprietary and Confidential 29 © 2010 Oracle Corporation – Proprietary and Confidential Oracle Communications – APAC Partner Advisory Council July 2010 29

Design Studio for OSM 7

Runtime view of decomposition

Design-time view of decomposition


Order Delivery

Services

Goods

Billing

Install


Order Management Lifecycle Stage 3: Orchestration Plan Generation - Components

VoIP Billing Components

DSL Billing Actions

Billing Initiation

Service Provisioning

Install (WFM) Action

Billing account sync/ creation

Ship goods (In-house and Partner)


Order Status Visibility

OSM Status information

synched to and displayed in Siebel

through AIA


Agenda




• Summary

• Q & A


Why is Comms Order Management Unique? Comparison

MW /

BPM

Middleware / BPM does not go beyond this point because it is a commodity technology

used for many purposes other than OM

Order management in non-Comms industries have less complex requirements

Comms order management has advanced requirements

Comms order management needs to be utilized at all levels of the

E2E comms stack including Central OM, Provisioning OM, and

Activation OM

Process Management

Order Handling

Dynamic Order Orchestration Plans

OM in Comms E2E stack

Manage statically configured processes. All order handling and comms

logic must be built on top. Cannot handle dynamic orchestration plans

or revisions properly.

Manage orders as opposed to just processes. Order states, Order

priorities, Order Due Dates, Future-dated orders.

Optimized management of order line item content with dynamic

generation of orchestration plans.

Account for customer order input and current state of customer‟s

service/network as input. Support Provisioning and Activation OM req‟s

Support Moves, Adds, Changes, Disconnects, Revisions, Follow-on

orders, inter-Line Item dependencies, inter-order dependencies, Fallout,

and human / manual activities in order fulfillment

MACD+

BP

M

Ord

er

Ma

nag

em

en

t C

om

ms

OM

Lo

we

st

Va

lue

Hig

hes

t

Va

lue

Comms

OSM

Non-Comms

Order Mgt

Current

Planned

Legend

Oracle Communications OSM 7 Capabilities & Differentiators

Order and Service Management

Foundations Processes, Workflow, Tasks, Rules, Workgroups, Worklists etc.

Order Support Order Lifecycle Support, Order Editing, Order Tracking, Order Priorities, etc.

Automated Service Provisioning System integration, Performance,

XQuery Plugin, JDBC, XSLT, Email

Manual Service Provisioning Human Interaction, Intelligent Order Editing,

Views, Workstreams, User Assignment etc.

Comms Order Management Moves, Adds, Changes, Disconnects, Suspends, Resumes

In-flight Order Change Management for Revisions and Cancellations

Cartridges

Platform

Monitoring

Reporting

Environment

Cartridges Cartridges

Reporting

Design Studio

Provisioning

Cartridges

Platform

Enablers Retail Orders Wholesale Orders Partner Orders

Valu

e

Advanced Enterprise Order Management Any order input, Order Decomposition, Orchestration, Dependencies,

Follow-on Orders, Future-dated orders, PoNR, Status Mgmt, Fallout Management

Orchestration

Cartridges

Web UI

Provisioning

AIA COMM Integration Order-To-Activate, Order-To-Bill,

Product Launch

Product Master

Integration

New in OSM 7

User Admin

Orchestration

XQuery Plugin

Siebel CRM

BRM

Service Fulfillment

Trouble Ticketing

Clustering

35 © 2010 Oracle Corporation - Proprietary and Confidential


Rapid Offer Design and Order Delivery Solution Footprint (OSM Role)

Offer Design via OSM

• Synchronized offer delivery design

process

• Integrated design environment for end

to end order delivery design

• Zero configuration offer introduction

using new combinations of existing

products and services

Order Delivery via OSM

• Enhanced service qualification across

all channels for all order types

• Sales orders decomposition and unique

orchestration for any offer or bundle

• On demand order status visibility for all

channels across order lifecycle,

including jeopardy and exception

management

• Order fulfillment plans automatically

generated to handle order revisions and

cancellations


Massive number of commercial offers

Launch offers in days and weeks, not months

Diversity of Sales order formats and contents to fulfill

Evolving fulfillment systems and suppliers in your business

Manage the unique fulfillment needs of every customer’s order

Large number of revisions, changes and order types

Order status and fallout management

1

2

3

4

5

Challenges focused on enterprise-wide order management

6

7

Innovations focused on enterprise-wide order management

Synchronize product classes with master product catalog

Commercial offerings are decoupled from fulfillment supporting zero config offers

Every line item of a Sales order and its dependencies are understood

Fulfillment system topology is decoupled from fulfillment flows

Orchestration plan is generated to fulfill each unique customer order

Intelligent Order Change Management capability

Notification and fallout management capability

Order Management Challenges

OSM Innovations and Differentiators

OSM Deployment What’s out of the box?

Order Mgmt.

Activity

OSM Feature

Order Delivery Design • Design Studio supports configuration of metadata element called Product

Specification to simply delivery design and support zero configuration

offer launch

Order Submission • OSM provides a new webservice “CreateOrder” and a new module called

Order Request processor to handle any order format from any source

Order Processing • OSM provides productized support for dynamic decomposition and

orchestration of order line items

Order Change

Management

• Productized support for handling order revisions and configurable “Point

of No Return”

Order Status

Management

• Productized support for management of order status at line item level and

aggregated status

Order Fallout

Management

• Productized support for creation of trouble tickets in Siebel via notification

configuration


OSM Based Order Management Solutions Lifecycle activities

Lifecycle Activity OSM EAI / Custom

Build Comments

Analysis M H OSM allows you to spend more time and

provides tools to support the analysis effort. Design M H

Core OM Build & Configure L H Core OM build is not required for OSM based

solutions.

Application Build &

Configure M M

Application Integration is equally required in

both solutions.

Testing & Deployment M H More Business testing and less technical

testing can be accomplished with OSM

Application upgrades L H OSM provides productized upgrade paths.

Application changes to

support Business L H

In most cases, OSM Fulfillment configuration

changes are not required.

• OSM based solutions allow SIs to focus on better understanding the customer

requirements and application integration activities by eliminating effort on custom

building core order management capabilities. This allows for greater time to be spent

on analysis/design and business process testing, thereby reducing risk and

improving the quality of the initial solution and ongoing maintenance.


Legend : H,M,L - Level of Effort needed


Agenda




• Summary

• Q & A


Order Capture is the first step Create a Perfect Order

360° view of customer

Personalized Intelligent Offers

Unified customer experience

Agile sales product and catalog management

Segmented Pricing

Declarative Bundle Administration

Consistent business processes and rules across channels

Effective Up-sell and Cross-sell

Drive Customer

Intimacy

Achieve

Operational

Excellence

…So what

happens after

that? Enable Rapid

Service

Innovation


Siebel & OSM Together - Values Create and Deliver a Perfect Order

360° view of customer

Personalized Intelligent Offers

Unified customer experience

Agile sales product and catalog management

Segmentized Pricing

Declarative Bundle Administration

Consistent business processes and rules across channels

Effective Up-sell and Cross-sell

Drive Customer

Intimacy

Enable Rapid

Service

Innovation

Achieve

Operational

Excellence

Deliver the perfect order & customer experience Streamlined processes for all order types in customer life cycle

Integrated Design Studio and product catalog Seamless manual and automated provisioning Incremental growth to full scale automation

Automated compensation for changes to in-flight orders Support AIA Order-to-Activate, Fallout support

Siebel OSM


Strategic Benefits Rapid Offer Design and Order Delivery

Best Practice Industry

Processes

Pre-Built Sustainable

Integrations

Common Objects and

Services

Open Standards

Based Foundation

1.Lower Cost of

Ownership

2.Shorter Time

to Implement

3.Lower Risk


srinivas rodod v2 2

Documents