The TeleManagement Forum provides an industry-driven framework through

its NGOSS initiative: New Generation Operational Support Systems

Tele Management Forum aims at providing an
industry driven framework for the management and
operation of information and communications
services.
The NGOSS program is delivering this framework for
producing New Generation OSS/BSS solutions.
NGOSS is supported by a repository of
documentation, models and guidelines that support
this development:
Enhanced Telecom Operating Map: eTOM
Shared information Data Model: SID
Technology Neutral Architecture and Contract
Interface
NGOSS compliance
NGOSS approach is being validated by Catalyst
programs with TMF oversight.
Some vendors are migrating their solutions to
become NGOSS compliant.
NGOSS provides valuable tools to define, benchmark
and evaluate business requirements and solutions.
TMF NGOSS Overview
What is eTOM?
Service Provider
Concerns

Industry Needs
An Industry Standard business process
framework
Common definitions to describe process
elements of a service provider
Agreement on basic information
required to perform each process element
within a business activity and its use
within the overall NGOSS program
A process framework for identifying
which processes and interfaces are in
most need of integration and automation
and most dependent on industry
agreement
Enhanced Telecom
Operations Map
Telecom Management Forum is a non-profit organisation with various
initiatives to streamline Operations Systems Support (OSS) architecture
eTOM is the ongoing TM Forum initiative to
deliver a business process model or
framework for use by service providers and
others within the telecommunications
industry.
eTOM describes all the enterprise
processes required by a service provider
and analyzes them to different levels of
detail according to their significance and
priority for the business
It can also be used by vendors and system
integrators to better place their solution in
relation to other products.
SID is an attempt to create a shared
information and communication service
for the Telecom industry
The definitions focus on business entity
definitions and attribute definitions and
should preferably be used together with
UML
The framework provides a non-redundant
view of the shared information and data.
The TMF Applications Map provides a
frame of reference for telecom
applications.
Intends to give the industry is a common
frame of reference that allows the various
players who specify, procure, design and
sell operation and business support
systems to understand each others
viewpoints.
eTOM SID TAM
TMFs SID helps define the data sets that network inventory systems should
own and make available in an enterprise information model
SID describes Aggregate
Business Entities to define data
sets in its common information
model.
SID Business Entities
The TMF Telecom Application Map provides a framework to define the
functional application areas
Several application areas are defined in
the Telecom Applications Map (TAM).

Application areas are:
Service Design/Assign Applications
Resource Planning and Optimisation
Resource Assign and Design
Resource Inventory Management

Partly covered are:
Resource Provisioning/Configuration
Resource Activation
Correlation and root cause analysis
Functional coverage
TMFs eTOM process model allows mapping and engineering of processes
and their interactions with other process areas
The eTOM (enhanced Telecom
Operations Map) is the most
widely used and accepted
model for business processes
in the telecommunications
industry.
The eTOM model describes the
full scope of business
processes required by a
service provider and defines
key elements and how they
interact
Each area of business activity
is defined in the form of
Process Components.
eTOM Model
In eTom, each Process can be decomposed to multiple levels of details.
Level 1: Core Business
Processes
Level 2: Functions
Level 3: Activities
Level 4: Tasks

In this presentation, we give
an overview of eTom level 1
processes then we focus in
more detail on some of the
most important processes.
eTOM levels
7
Operations - Level 1 - Vertical View
Operations Support and Readiness: Ensures operational readiness in the fulfillment, assurance
and billing areas. Act in a supporting role to immediate Customer facing and real time
operations.Fulfillment: Provides Customers with their requested products in a timely and
correct manner.
Assurance: Executes proactive and reactive maintenance activities to ensure service to
Customers.
Billing: Produces timely and accurate invoices, collects payment and handles billing enquiries.
Operations
Operations
Support and
Readiness
Fulfillment Assurance Billing
8
Operations - Level 1 - Horizontal View
Customer Relationship Management:: Handles customers needs, including the acquisition, enhancement and
retention of a relationship with a Customer.
Service Management & Operations: Handles services and the provision of communications and information
services required by or proposed to customers
Resource Management & Operations: Handles resources (application, computing and network infrastructure),
required to deliver and support services ordered by or proposed to customers
Supplier/Partner Relationship Management: Supports the core operational processes through interaction with
external suppliers and/or partners. Align closely with a suppliers or partners Customer Relationship
Management processes.
Operations
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
9
SIP - Level 1 - Vertical View
Strategy & Commitments: Generates strategies in support of the Infrastructure and Product
Lifecycle processes and gains business commitment within the enterprise to support them.
Infrastructure Lifecycle Management: Defines, plans and implements all necessary
infrastructures including applications, computing, network, operations centers, architectures, etc.
Product Lifecycle Management: Defines, plans, designs and implements all products and
services in the Enterprises portfolio.
Strategy, Infrastructure & Product
Strategy &
Commit.
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
1
0
SIP - Level 1 - Horizontal View
Marketing & Offer Management: Defines strategies, develops new products, manages existing products and
implements marketing and offer strategies for Core products and services.
Service Development & Management: Plans, develops and delivers services to Operations; including defining
strategies for service creation and design, assessing service performance, and anticipating service demand
Resource Development & Management: Plans, develops and delivers resources needed to support Operations;
including development of network and anticipating resource needs for future service demand
Supply Chain Development & Management: Focuses on external interactions with the supply chain to ensure
the right suppliers and partners are chosen and their contribution is timely and meets performance standards.
Strategy, Infrastructure & Product
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
1
1
Enterprise Management - Level 1
Enterprise Management: Corporate functions that focus on Enterprise level processes to run the
business: interfaces with almost all processes in the Enterprise.
Enterprise Management
Strategic & Enterprise
Planning
Enterprise Risk
Management
Enterprise Effectiveness
Management
Knowledge & Research
Management
Financial & Asset
Management
Stakeholder & External
Relations Management
Human Resources
Management
Operations
Operations Support &
Readiness
Fulfillment Assurance Billing
Customer Relationship Management

Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship
Management
Customer Interface Management
Selling
Marketing
Fulfillment
Response
Order Handling
Problem
Handling
Customer
QoS/SLA
Management
Billing &
Collections
Management
Service
configuration &
Activation
Service
Problem
Management
Service Quality
Analysis,
Action &
Reporting
Service &
Specific
Instance Rating
Resource
Provisioning &
Allocation to
Service Instance
Resource
Problem
Management
Resource Quality
Analysis, Action
& Reporting
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
Retention & Loyalty
Supplier/Partner Interface Management
Resource
Restoration
Telecom @ SGI
Operations
Operations Support &
Readiness
Fulfillment Assurance Billing
Customer Relationship Management

Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship
Management
Customer Interface Management
Selling
Marketing
Fulfillment
Response
Order Handling
Problem
Handling
Customer
QoS/SLA
Management
Billing &
Collections
Management
Service
configuration &
Activation
Service
Problem
Management
Service Quality
Analysis,
Action &
Reporting
Service &
Specific
Instance Rating
Resource
Provisioning &
Allocation to
Service Instance
Resource
Problem
Management
Resource Quality
Analysis, Action
& Reporting
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
Retention & Loyalty
Supplier/Partner Interface Management
Resource
Restoration
Telecom @ SGI
Ordering, Provisioning,
Configuration of
communications services and
network solutions including IP
VPN, MPLS, ATM, H-PNNI,
Frame Relay, VoIP, IP
Telephony, Video, DSL,
Internet Dial, GPRS, Wi-Fi,
Ethernet and IP Sec

Capturing data from Ordering/
Provisioning systems and from
several Networks (MTN, IP
Network, IGVN, etc) and
provides reliable Customer
data to Ordering / Provisioning
/ Configuration , Billing and
Reporting (QoS & SLA reports)

Fulfillment
Operations
Operations Support &
Readiness
Fulfillment Assurance Billing
Customer Relationship Management

Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship
Management
Customer Interface Management
Selling
Marketing
Fulfillment
Response
Order Handling
Problem
Handling
Customer
QoS/SLA
Management
Billing &
Collections
Management
Service
configuration &
Activation
Service
Problem
Management
Service Quality
Analysis,
Action &
Reporting
Service &
Specific
Instance Rating
Resource
Provisioning &
Allocation to
Service Instance
Resource
Problem
Management
Resource Quality
Analysis, Action
& Reporting
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
Retention & Loyalty
Supplier/Partner Interface Management
Resource
Restoration
Telecom @ SGI
Transactional tool for the Trouble Ticket
management, Alarms management,
creation of an intervention,
scheduled operations management
for network services and planning


Assurance
Operations
Operations Support &
Readiness
Fulfillment Assurance Billing
Customer Relationship Management

Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship
Management
Customer Interface Management
Selling
Marketing
Fulfillment
Response
Order Handling
Problem
Handling
Customer
QoS/SLA
Management
Billing &
Collections
Management
Service
configuration &
Activation
Service
Problem
Management
Service Quality
Analysis,
Action &
Reporting
Service &
Specific
Instance Rating
Resource
Provisioning &
Allocation to
Service Instance
Resource
Problem
Management
Resource Quality
Analysis, Action
& Reporting
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
Retention & Loyalty
Supplier/Partner Interface Management
Resource
Restoration
Telecom @ SGI
Voice, 3G and IN Mediation using
Amdocs ASMM.

Fraud Management using Minotaur.

Rating and Billing using Highdeal,
BRM

Billing
An example of use 1: A System Architecture
1
7
An example of use 2: A System Architecture
Customer
Customer
Interface
Management

Network
& Systems
Management

Network Element Management Processes
Physical Network and Information Technology
Customer
Care

Service
development
& Operations

Web Self Service
ATG, WebMethods
Operational CRM
PeopleSoft 8.x

Lead, Opportunities, Proposal, Order,
Customer Contact & Care,
Incident & Problem Mgt
Print vendor
Passive
Mediation
Provisioning
Platform

Convergent Billing System
Scoring
Interpay / Bank
COIN
GPRS/EDGE
CTI Genesys /aspect
Campaign
Mgt
-
Unica
MVNO
IVR
Dealers
& Shops
Access Network
Core Network
IN
Orange NL
Web Portal
E-care E-billing E-shop
Analytical
CRM
-

DWH
Service
Charging
Gateway
VAS
Platform
Web / Wap
Portal: Group
Fusion Work
Transaction Manager
Enterprise
Resources
Planning
-
DRIS/SAP
CSR
Reference Data
Customer
P&S Catalogue
Installed Services
Suppliers
Voucher
SIM
Handset

Warehouse
Dealers
Invoicing
collection
Account
receivable
BSCS/
Oracle Financial
Clearing House
3rd Party
Interconnect
Roaming
Content provider
MVNO
Enterprise Application Integration - WebMethods
Web - ATG
Reference Data
Customer

P&S Catalogue

Installed Services
Customer,
data

P&S Catalogue,

Cases
WH inventory
/logistic
General Ledger,
Dealer structure
DWH
Prospect
Customer
Customer,
Installed Services,


,
Network Resources
Convergent Billing
Catalogue
Network
ressources
Rating
Catalogue,
Prepaid
balance
P&S Catalogue
P&S Catalogue
BSCS &
Related Systems
Infranet &
Related Systems
Vantive &
Related Systems
DWH -Campaign
Related Systems
SAP
Related Systems
Key
Key :
Master: system creating or modifying
data
Slave: Data replication
EAI
Questions and Answers