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Agenda Introduction Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A
Agenda Introduction Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A
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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 customers order Large number of revisions, changes and order types Order status and fallout management
Delivery Model: One vendor Product < 20% Services > 80% (or in-house)
Competence center Re-usable assets
New Paradigm:
Pre-integrated and productized solutions Plus any SI
Productized applications Productized integration components
Monolithic
2010 Oracle Corporation Proprietary and Confidential
Best-of-breed
Productized Solutions
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Oracle Communications
Approach to industrialize OSS/BSS Transformation
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
Delivery Model: One vendor Product < 20% Services > 80% (or in-house)
Competence center Re-usable assets
New Paradigm:
Pre-integrated and productized solutions Plus any SI
Productized applications Productized integration components
Monolithic
2010 Oracle Corporation Proprietary and Confidential
Best-of-breed
Productized Solutions
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Differentiating Customer Experience Through Unified CRM and BRM Solution Rapid Offer Design and Order Delivery Solution
RODOD
Unified CRM/BRM
Converged Fulfillment
Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A
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Applications
Accelerators
Benefits
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CC
Channels
Siebel
WFM
SI
Siebel
AIA AIA
Siebel
Service
BRM
Billing
Order Capture
Product Hub
Enterprise Product Catalog
AIA
AIA
AIA
SI
AIA
OSM
OSMService Order
Management
EBS
SI
EBS
SCM
Other
UIM
SI
Inventory
Activation
ASAP
WFM
AIA
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Offer Design
Solution Components
W Siebel
AIA AIA AIA AIA AIA SI
CC
Channels
Products
Order Capture
Product Hub
Enterprise Product Catalog
AIA
SI
EBS
AIA
OSM
AIA
Provisioning
SI
SI
SI
SI
SCM
UIM
Inventory
Activation
ASAP
WFM
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Channels
BRM
Billing
AIA
Siebel
Order Capture
Siebel
Service
OSM
SI
SI
OSMService Order
Management UIM Inventory
SI
EBS
SI
ASAP Activation
Not the Focus
Other
WFM
SCM
AIA
BSS
OSS
AIA
/ SI
Provided Integrations
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Channels
Quote & Order BRM Multi-channel Capture PH4C Enterprise Product Catalog Billing Sales
AIA catalog
Siebel
Order Capture
Siebel
Service
Siebel
Order Capture
OSM
AIA
Configurator / UI Pricing
AIA
AIA
OSM
BRM AIA
ServiceSI
SI
OSMService Order
Management UIM Inventory
SI
Agreements / SLAs
ASAP Activation
Not the Focus
SI
Other
WFM
BSS
OSS
AIA
/ SI
Provided Integrations
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Channels
Siebel
OSM BRM AIA
Order Management
Customer Order Mapping, Decomposition and Orchestration Status Management Fallout Management Change Management
Siebel
Order Capture
Siebel
Service
BRM
Billing
AIA
AIA
AIA
OSM
Provisioning
Customer to Service Order transformations Order Decomposition & Orchestration for service design and activation Local Fallout, Status and Change management
OSMService Order
Management UIM Inventory
SI
ASAP Activation
Not the Focus
SI
Other
WFM
SCM
BSS
OSS
AIA
/ SI
Provided Integrations
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Channels
Siebel
OSM BRM AIA
Ordering
Create Accounts, Billing Info and Payment Info
Siebel
Order Capture
Siebel
Service
BRM
Billing
AIA
AIA
AIA
OSM
OSMService Order
Management UIM Inventory
SI
ASAP Activation
Not the Focus
SI
Other
WFM
SCM
BSS
OSS
AIA
/ SI
Provided Integrations
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Channels
Siebel
OSM BRM AIA
Extensible SOA based Integration and deployment accelerators Enterprise business objects Enterprise business services
Siebel
Order Capture
Siebel
Service
BRM
Billing
AIA
AIA
AIA
OSM
OSMService Order
Management UIM Inventory
SI
ASAP Activation
Not the Focus
SI
Other
WFM
SCM
BSS
OSS
AIA
/ SI
Provided Integrations
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Oracles Solution
Rapid Order Design and Order Delivery - Benefits
Lower OPEX
Orchestrates across existing systems preventing costly new silos Productized integrations reduce initial and ongoing support costs
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Conformance Results
Assessed Domain
Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer
Conformance Level
Not Applicable for Level 1 process Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Not Applicable for Level 1 process Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (3) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5)
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 100s pages of documentation which will be published on TMForum.org and RODOD Virtual Briefing Center
1.2.1.5.7 Launch New Products 1.2.1.5.8 Manage Product Exit Within Level 1: 1.1.1 Customer Relationship Management Within Level 2: 1.1.1.2 Customer Interface Management 1.1.1.2.1 Manage Contact 1.1.1.2.2 Manage Request (Including Self Service) 1.1.1.2.4 Mediate & Orchestrate Customer Interactions Within Level 2: 1.1.1.4 Selling 1.1.1.4.4 Acquire Customer Data 1.1.1.4.3 Negotiate Sales Contract 1.1.1.4.5 Cross/Up Selling 1.1.1.4.7 Manage Sales Accounts Within Level 2: 1.1.1.5 Order Handling 1.1.1.5.1 Determine Customer Order Feasibility 1.1.1.5.2 Authorize Credit 1.1.1.5.4 Track & Manage Customer Order Handling 1.1.1.5.5 Complete Customer Order 1.1.1.5.6 Issue Customer Orders 1.1.1.5.7 Report Customer Order Handling 1.1.1.5.8 Close Customer Order Within Level 2: 1.1.1.6 Problem Handling 1.1.1.6.2 Report Customer Problem 1.1.1.6.3 Track & Manage Customer Problem 1.1.1.6.4 Close Customer Problem Report 1.1.1.6.5 Create Customer Problem Report
Channels
Product Hub for Communications Siebel CRM Order and Service Management (OSM)
SIEBEL
CRM
SCM
BUS
AIA
OSM
AIA
WFM
Comprehensive
Source, Define and Publish Offers New, Revision, Follow-on, Deliver/Qualify, Future Dated, Priorities, Job Orders,
AIA
Others
OSM Service Fulfillment BRM Billing
Innovative
Simplified Product Mappings & Traceability Decouple commercial offerings and flows Dynamic orchestration plans Decouple fulfillment flows & topology
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Config
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Order Delivery
Order capture & submission
CSR can initiate a request to Qualify the service to validate if it can be delivered
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July 2010
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July 2010
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July 2010
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Order Delivery
Services
Goods
Install
Billing
July 2010
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Billing Initiation Service Provisioning Install (WFM) Action Billing account sync/ creation
July 2010
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2010 Oracle Corporation Proprietary and Confidential Oracle Communications APAC Partner Advisory Council 2010 Oracle Corporation Proprietary and Confidential
July 2010
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Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A
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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
Planned Current
Middleware / BPM does not go beyond this point because it is a commodity technology used for many purposes other than OM
MW / BPM
Comms OSM
Comms OM
MACD+ Support Moves, Adds, Changes, Disconnects, Revisions, Follow-on orders, inter-Line Item dependencies, inter-order dependencies, Fallout, and human / manual activities in order fulfillment Dynamic Order Orchestration Plans Optimized management of order line item content with dynamic generation of orchestration plans.
Order Management
Order Handling Manage orders as opposed to just processes. Order states, Order priorities, Order Due Dates, Future-dated orders.
Process Management Manage statically configured processes. All order handling and comms logic must be built on top. Cannot handle dynamic orchestration plans or revisions properly. Lowest Value
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BPM
Highest Value
OM in Comms E2E stack Account for customer order input and current state of customers service/network as input. Support Provisioning and Activation OM reqs
New in OSM 7
Partner Orders
Service Fulfillment
Trouble Ticketing
Advanced Enterprise Order Management Clustering Any order input, Order Decomposition, Orchestration, Dependencies, Follow-on Orders, Future-dated orders, PoNR, Status Mgmt, Fallout Management
Moves, Adds, Changes, Disconnects, Suspends, Resumes In-flight Order Change Management for Revisions and Cancellations
Web UI
Orchestration Provisioning
Monitoring
Order Support
User Admin Reporting Reporting
Order Lifecycle Support, Order Editing, Order Tracking, Order Priorities, etc.
Foundations
Processes, Workflow, Tasks, Rules, Workgroups, Worklists etc.
Value
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OSM Deployment
Whats out of the box?
Order Mgmt. Activity
Order Delivery Design
OSM Feature
Design Studio supports configuration of metadata element called Product Specification to simply delivery design and support zero configuration offer launch OSM provides a new webservice CreateOrder and a new module called Order Request processor to handle any order format from any source OSM provides productized support for dynamic decomposition and orchestration of order line items Productized support for handling order revisions and configurable Point of No Return Productized support for management of order status at line item level and aggregated status Productized support for creation of trouble tickets in Siebel via notification configuration
Order Submission Order Processing Order Change Management Order Status Management Order Fallout Management
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Analysis
Design Core OM Build & Configure Application Build & Configure Testing & Deployment Application upgrades Application changes to support Business
M
M L M M L L
H
H H M H H H
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Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A
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Agile sales product and catalog management Segmented Pricing Declarative Bundle Administration
Consistent business processes and rules across channels Effective Up-sell and Cross-sell
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Siebel
Drive Customer Intimacy
OSM
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-toActivate, Fallout support
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Strategic Benefits
Rapid Offer Design and Order Delivery
3. Lower Risk
2010 Oracle Corporation - Proprietary and Confidential 2010 Oracle Corporation Proprietary and Confidential
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