新一代運營支撐系統(tǒng)-NGOSS

1、 電信管理論壇-NGOSS和eTOM的推動者 內(nèi)容小結(jié) 傳統(tǒng)運營支撐系統(tǒng)面臨的挑戰(zhàn) 電信運營的新特征 增強的電信運營視圖（eTOM ） 新一代運營支撐系統(tǒng)（NGOSS ）簡介 中國電信集團上海研發(fā)中心第3頁共32頁 運營運營 服務(wù)實現(xiàn)服務(wù)保障服務(wù)計費運營支持 &準備 客戶關(guān)系管理 服務(wù)管理 &運營 資源管理 &運營 (應(yīng)用、設(shè)備和網(wǎng)絡(luò)) 供應(yīng)商 /合作伙伴關(guān)系管理 企業(yè)企業(yè) 管理管理 戰(zhàn)略 &企業(yè) 規(guī)劃 財務(wù) & 資產(chǎn)管理 容災(zāi)恢復(fù)、安全 &欺詐管理 企業(yè)質(zhì)量管理、流 程、 IT規(guī)劃 &架構(gòu) 品牌管理、市場 調(diào)查 &廣告 股東 &外部關(guān)系 管理 調(diào)研開發(fā)、技術(shù) 引進 人力資源管理 戰(zhàn)略、基礎(chǔ)設(shè)

2、施戰(zhàn)略、基礎(chǔ)設(shè)施&產(chǎn)品產(chǎn)品 產(chǎn)品生命 周期管理 基礎(chǔ)設(shè)施生 命周期管理 戰(zhàn)略 &決策 營銷 &定價管理 服務(wù)開發(fā) &管理 資源開發(fā) &管理 (應(yīng)用、設(shè)備和網(wǎng)絡(luò)) 供應(yīng)鏈開發(fā)&管理 客戶客戶 運營運營 服務(wù)實現(xiàn)服務(wù)保障服務(wù)計費運營支持 &準備 客戶關(guān)系管理 服務(wù)管理 &運營 資源管理 &運營 (應(yīng)用、設(shè)備和網(wǎng)絡(luò)) 供應(yīng)商 /合作伙伴關(guān)系管理 企業(yè)企業(yè) 管理管理 戰(zhàn)略 &企業(yè) 規(guī)劃 財務(wù) & 資產(chǎn)管理 容災(zāi)恢復(fù)、安全 &欺詐管理 企業(yè)質(zhì)量管理、流 程、 IT規(guī)劃 &架構(gòu) 品牌管理、市場 調(diào)查 &廣告 股東 &外部關(guān)系 管理 調(diào)研開發(fā)、技術(shù) 引進 人力資源管理 戰(zhàn)略、基礎(chǔ)設(shè)施戰(zhàn)略、基礎(chǔ)設(shè)施&產(chǎn)品產(chǎn)品

3、 產(chǎn)品生命 周期管理 基礎(chǔ)設(shè)施生 命周期管理 戰(zhàn)略 &決策 營銷 &定價管理 服務(wù)開發(fā) &管理 資源開發(fā) &管理 (應(yīng)用、設(shè)備和網(wǎng)絡(luò)) 供應(yīng)鏈開發(fā)&管理 客戶客戶客戶客戶 由以業(yè)務(wù)為中心，演變?yōu)橐钥蛻魹橹行?企業(yè)內(nèi)部流程集成性增強； 流程的實時性、自動化要求； 業(yè)務(wù)策略成為競爭的關(guān)鍵要素，業(yè)務(wù)創(chuàng)新、產(chǎn) 品營銷的支撐要求增強； 運營策略、管理流程調(diào)整周期縮小，企業(yè)的動 態(tài)性增強。 壟斷經(jīng)營壟斷經(jīng)營 _ 開放市場開放市場 電路交換電路交換_IP網(wǎng)絡(luò)網(wǎng)絡(luò) 固定固定 _ 移動移動 語音語音 _ 數(shù)據(jù)數(shù)據(jù) YesterdayTodayTomorrow Tomorrow Personal informat

4、ion services Entertainment services Business to business services Multimedia Teleconferencing Basic and Enhanced Voice Multimedia Content Delivery Video Streaming Services Specialized Information Services eCommerce Applications Location based services Web-Based Service Orders Data Backup/Recovery Se

5、rvices Voice Over IP Services Text to voice services Multimedia Bridging Services Enhanced voicemail services Voicemail services Basic Voice Services Basic Voice Services Audio Teleconferencing Pre-pay services Network ACD Services Enhanced voicemail services Voicemail services SMS Text Messaging We

6、b/Internet Access Basic EMail 業(yè)務(wù)開發(fā)速度要求日益提高 實時的業(yè)務(wù)部署要求 跨越多種技術(shù)和平臺的QoS要求 主動的、實時的、基于內(nèi)容的、基 于位置的多種計費策略的要求 客戶自助服務(wù)的能力要求 市場對速度的要求，超越了現(xiàn)有管理能 力的極限。 開發(fā)時間過長，費用太昂貴、風(fēng)險太大 由超過400家的電信運營商、設(shè)備(軟件）提供商和 系統(tǒng)提供商組成。 專著于運營管理和業(yè)務(wù)流程自動化工作。 v通過在全球電信行業(yè)內(nèi)推動技術(shù)和解決方案，TMF提供 大量的行業(yè)知識；推動企業(yè)間達成一致的協(xié)議；提供試 驗和合作開發(fā)的機會 在以下領(lǐng)域提供戰(zhàn)略指導(dǎo)： v新一代 OSS (NGOSS) v業(yè)

7、務(wù)流程建模和自動化 v管理NGN網(wǎng)絡(luò)的相關(guān)技術(shù) v業(yè)務(wù)管理 v基于Web的客戶關(guān)懷 (e-Care) 與客戶關(guān)系管理 (CRM) v系統(tǒng)集成 New Generation Operations Systems and Software 業(yè)界公認的, 新一代 OSS/BSS的業(yè)務(wù)框架 包括向運營商、設(shè)備供應(yīng)商和系統(tǒng)集成商提供的工 具和指導(dǎo) v運營流程, 系統(tǒng)與軟件集成圖 v開發(fā)架構(gòu) v文檔、模型和參考代碼 目標 = 快速開發(fā)靈活的、低成本的滿足互聯(lián)網(wǎng)經(jīng)濟 業(yè)務(wù)要求的支撐系統(tǒng)。 商用組件 COTS ITU-T的 TMN 業(yè)務(wù)流程企業(yè)管理 業(yè)務(wù)流程和信息模型的定義 定義系統(tǒng)框架（將在其上建立具體系統(tǒng)

8、） 通過一系列的合作開發(fā)的催化項目提供可行 的實現(xiàn)方案和多廠商的功能展示。 創(chuàng)建基于知識庫的文檔、模型和代碼庫，以 支持開發(fā)商、集成商和用戶的工作。 ）系統(tǒng)化的NGOSS 構(gòu)建的原則和流程。 ）對一個系統(tǒng)特定的關(guān)注 點 (IEEE Std 1471-2000) ） 支撐性的完整的結(jié)構(gòu) ）進行設(shè)計和構(gòu) 造的風(fēng)格與方法。 系統(tǒng)觀點系統(tǒng)觀點 實現(xiàn)觀點實現(xiàn)觀點 Need Model Validate Run 業(yè)務(wù)觀點業(yè)務(wù)觀點 Customer OSS Thu Apr 05 12:47:19 2001 Ordering 3 Use Case Use Case Diagram Gateway Servic

9、es Gateway Interface Provider Services Customer Management Interface Customer Management ServicesProduct Management Services ProductRequest CustomerContact Customer InvoiceInquiry CreditViolation ProductCatalog ProductService Customer Order Manager Product Fulfillment Manager Ordering 3 Process * *

10、Customer Relationship Management Resource Infrasture Devt and Mngmnt Supplier/ Partner Service Development and Opns Management Information Customer Assess Service Availability Provide Service Availability Date Determine Resource Availability Provide Availability Date Qualify Customer Identify Soluti

11、on Alternatives Update Customer Contact Record Solution Alternatives Available No Action Required Pre-Order Feasibility Request Made Receive Pre-Order Feasibility Request Contract Interface Service Implementation 運行觀點運行觀點 Methodology system of principles and procedures applied to a discipline Viewpo

12、int focus on particular concerns within a system (IEEE Std 1471-2000) NGOSS的方法學(xué)從業(yè)務(wù)、系統(tǒng)、實現(xiàn)和運行等四個方 面對NGOSS知識體系進行劃分，形成相應(yīng)的業(yè)務(wù)視圖、 系統(tǒng)視圖、實現(xiàn)視圖、運行視圖。 業(yè)務(wù)視圖：描述電信運營的業(yè)務(wù)需求，用流程管理的觀 點看待電信運營，核心文件是eTOM(增強的電信運營圖 ） 系統(tǒng)視圖：描述與技術(shù)無關(guān)的結(jié)構(gòu)和模式，主要是系統(tǒng) 結(jié)構(gòu)、共享信息和數(shù)據(jù)模型（TNA/SIM/SID) 理想的（電信）企業(yè)組織圖 基于模型的業(yè)務(wù)流視圖 從外部所見的業(yè)務(wù)活動支持的功能 給出了三大流程區(qū)域： 1）戰(zhàn)略、

13、基礎(chǔ)設(shè)施和產(chǎn)品 2）運營 3）企業(yè)管理 三大流程區(qū)域進一步分解為23個一級流程群組和82個 二級群組及若干三、四級流程。 eTOM enhanced Telecom Operations Map Operations FulfillmentAssuranceBilling Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Mana

14、gement (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resourc

15、es Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Dev

16、elopment & Management Supply Chain Development & Management (Application, Computing and Network) Customer v1995 1998: development of TOM (Telecom Operations Map) v1999: stabilization of TOM v2000 2001: evolution of TOM towards eTOM vMay 2001: eTOM v1.0 for TMF Members Evaluation vOct 2001: eTOM v2.0

17、 for TMF Members Evaluation vJan 2002: eTOM v2.5 for Public Evaluation vMay 2002: eTOM v3.0 is TMF Approved vJuly 2002: Addendum to core eTOM released to Members vCurrent: development of detailed process decompositions and flows in selected application areas Element Management Network Management Bus

18、iness Management Service Management Operations FulfillmentAssuranceBilling Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Managem

19、ent Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management R

20、esearch & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (A

21、pplication, Computing and Network) Customer TMN分層與分層與 TOM 的水的水 平對應(yīng)關(guān)系平對應(yīng)關(guān)系 TOM processes are captured in “FAB” area of eTOM Operations eTOM maps the NGOSS Business View Network and Systems Management Processes Service Development and Operations Processes Customer Care Processes Customer Network Eleme

22、nt Management Processes Information Systems Management Processes Network Planning and Development Network Provisioning Network Maintenance & Restoration Network Data Management Network Inventory Management Service Planning and Development Service Problem Management Service Quality Management Rating

23、and Discounting Service Configuration Customer Interface Management Processes Sales Order Handling Invoicing and Collections Problem Handling Customer QoS Management Physical Resource and Information Technology Operations FulfillmentAssuranceBillingOperations Support & Readiness Customer Relationshi

24、p Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) “FAB” 為該區(qū)域核心為該區(qū)域核心 運營支撐和就緒準備從運營支撐和就緒準備從FAB中分離出中分離出 來來 Operations FulfillmentAssuranceBilling Operations Support & Readiness Customer Relationshi

25、p Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Service Configuration & Activation Service Problem Management Service Quality Analysis, Action & Reporting Service & Specific Instance Rating SM&O Support & Process Management Servi

26、ce Management & Operations Readiness Supplier/Partner Interface Management S/P Buying S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management S/PRM Operations Support & Process Management S/P Relationship Management Operations

27、Readiness Resource Provisioning & Allocation to Service Instance Resource Problem Management RM&O Support & Process Management Resource Management & Operations Readiness Retention & Loyalty Customer Interface Management Billing & Collections Management Customer QoS / SLA Management Problem Handling

28、Selling Order Handling Marketing Fulfillment Response CRM Operations Support & Process Management CRM Operations Readiness Sales & Channel Management Resource Data Collection, Analysis & Control Resource Quality Analysis, Action & Reporting “SIP” 包含支撐運營的戰(zhàn)略和包含支撐運營的戰(zhàn)略和 生命周期管理流程生命周期管理流程 vStrategy & Com

29、mit vInfrastructure Lifecycle Management vProduct Lifecycle Management Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain De

30、velopment & Management (Application, Computing and Network) Service Development & Management Resource Development & Management Supply Chain Development & Management Marketing & Offer Management Infrastructure Lifecycle Management Product Lifecycle Management Strategy & Commit Strategy, Infrastructur

31、e & Product Supply Chain Strategy & Policy Supply Chain Planning & Commitment Supply Chain Development & Change Management Supply Chain Performance Assessment Supply Chain Capability Availability Service Planning & Commitment Service Performance Assessment Service Strategy & Policy Service & Operati

32、ons Capability Delivery Service Development & Retirement Resource & Operations Capability Delivery Resource Performance Assessment Resource & Technology Strategy & Policy Resource & Technology Plan & Commitment Resource Development Product Development & Retirement Product & Offer Portfolio Capabilit

33、y Delivery Product & Offer Portfolio Strategy, Policy & Planning Marketing Capability Delivery Product & Offer Business Planning & Commitment Product, Marketing & Customer Performance Assessment CRM Capability Delivery Market Strategy & Policy Sales & Channel Development Marketing Communications & P

34、romotion Enterprise Management Disaster Recovery, Security & Fraud Management Human Resources Management Financial & Asset Management Stakeholder & External Relations Management Enterprise Quality Management, Process & IT Planning & Architecture Strategic & Enterprise Planning Research & Development

35、, Technology Acquisition Brand Management, Market Research & Advertising Group Enterprise Management Business Development Enterprise Architecture Planning Strategic & Business Planning Financial Management Procurement Management Real Estate Management Brand Management Advertising Market Research & A

36、nalysis Workforce Strategy Employee & Labor Relations Management Workforce Development HR Policies & Practices PR & Community Relations Management Shareholder Relations Management Regulatory Management Legal Management Research & Development Technology Acquisition Process Architecture Management & S

37、upport Information Systems Strategy & Planning Knowledge Management Enterprise Quality Management Security Management Fraud Management Disaster Recovery & Contingency Planning Level 1 Vertical Grouping Level 1 Horizontal Grouping Operations Customer FulfillmentAssuranceBillingOperations Support & Re

38、adiness Retention and Loyalty Customer Interface Management Supplier/Partner Interface Management Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Billing & Collections Management Customer QoS / SLA Management

39、Problem Handling Selling Order Handling Marketing Fulfillment Response Service Configuration & Activation Service Problem Management Service Quality Analysis, Action & Reporting Service & Specific Instance Rating Resource Provisioning & Allocation to Service Instance Resource Problem Management Reso

40、urce Restoration Resource Data Collection, Analysis & Control S/P Buying S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management CRM Operations Support & Process Management CRM Operations Readiness SM&O Support & Process Manage

41、ment Service Management & Operations Readiness RM&O Support & Process Management S/PRM Operations Support & Process Management S/P Relationship Management Operations Readiness Enterprise Management Service Development & Management Resource Development & Management Supply Chain Development & Manageme

42、nt Marketing and Offer Management Service Planning & Commitment Resource & Operations Capability Delivery Supply Chain Strategy & Policy Supply Chain Planning & Commitment Product Development & Retirement Supply Chain Development & Change Management Infrastructure Lifecycle MgmtProduct Lifecycle Mgm

43、tStrategy & Commit Strategy, Infrastructure and Product Product & Offer Portfolio Capability Delivery Product & Offer Portfolio Strategy, Policy & Planning Marketing Capability Delivery Product & Offer Business Planning & Commitment Product, Marketing & Customer Performance Assessment Service Perfor

44、mance Assessment Resource Performance Assessment Supply Chain Performance Assessment Supply Chain Capability Availability Resource & Technology Strategy & Policy Service Strategy & Policy Resource & Technology Plan & Commitment Service & Operations Capability Delivery Service Development & Retirement Resource Development CRM Capability Delivery Marketing Strategy & Policy Sales & Channel Development Marketing Communications & Promotion Enterprise Quality Mgmt, Process & IT Planning & Arch. Process Arch. Ma