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Geospatial Information Mapping
with Business Processes Framework (e-TOM)
for Telecom Operators

By
Upendar Kasam, PMP, Prince2, ITIL, e-TOM and IQA
Sr.Project Manager – N&CE

May 1, 2012 We deliver Global Engineering Solutions. Efficiently.

© 2011 Infotech Enterprises. All Rights Reserved

Agenda

 Introduction -Telecom Business Lifecycle

 What is TMF’s e-TOM Business Process Framework

o Business Process Level 1

o Business Process Level 2

 How can be GIS Information Integrated with e-

TOM business Process

 Conclusion

 Infotech Services Offerings

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners 2
Typical Telecom Customer Life Cycle

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
High Level Over View on Telecom Ops Processes

TMN Layers Customer

Customer Interface Management Processes

correspond with TOM

Information Systems Management Processes

Business
Management horizontals Sales
Order
Handling
Problem
Handling
Customer
QoS
Invoicing
and
Management Collections
Service Customer Care Processes
Management
Service Service Service
Service Rating and
Planning and Problem Quality
Network Management Development
Configuration
Management Management
Discounting

Service Development and Operations Processes

Element Management
Network Network Network
Network Network Data
Planning and Inventory Maintenance &
Provisioning Management
Development Management Restoration
Network and Systems Management Processes

TOM processes are Network Element Management Processes

captured in “FAB” area Physical Resource and Information Technology

of eTOM Operations
Customer
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing
Commit Lifecycle Lifecycle Support &
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

eTOM maps with

Service Development & Management Service Management & Operations
ITIL
Resource Development & Management Resource Management & Operations
(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supplier/Partner Relationship Management

Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,
Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management
Research &
Financial & Asset Human Resources Enterprise Quality
Management Management
Development,
Technology
Acquisition
Management, Process & IT
Planning & Architecture
ITIL
© 2011 Infotech Enterprises
What is TMF’s e-TOM (Business Process Framework)

The Business Process Framework (eTOM) is a widely deployed and

accepted model and framework for business processes in the
Information, Communications, and Entertainment industries. As a key
part of TM Forum's Business Process Framework represents the
whole of a Service Provider's enterprise environment in a hierarchy of
process elements that capture process detail at various levels

• Strategy, Infrastructure, and Product (SIP)- covering planning and

lifecycle management
• Operations - Covering the core of operational management
• Enterprise Management- Covering corporate or business support
management

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eTOM Business Process Framework – Level 1

eTOM 8.0

Customer

Strategy, Infrastructure & Product Operations

Strategy & Infrastructure Product Operations Fulfillment Assurance Billing &

Commit Lifecycle Lifecycle Support & Revenue
Management Management Readiness Management
Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development & Management Resource Management & Operations

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supplier/Partner Relationship Management

Enterprise Management

Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research
Planning Management Management Management

Financial & Asset Stakeholder & External Human Resources

Management Relations Management Management

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
eTOM – Business Process Framework – Level 2 - SIP

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eTOM – Business Process Framework – Level 2 - Operations

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eTOM – Business Process Framework – L2 - Enterprise
Management

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
Customer Relation Management – Geospatial Information
management and
analysis of sales activity
and sales opportunities
and longer-term trend
analysis on product,
,sales and customer by
using GIS/BI Tools
© 2011 Infotech Enterprises
Geospatial Information
Managing all interfaces Responsible for location-based patterns
between the enterprise managing prospective in customer churn due
and potential and customers, for qualifying to quality problems
existing customers, by and educating relating to specific
taking customer data customers, matching equipment/network
with applying location in customer expectations causing quality problems
GIS application and map with GIS or targeted marketing
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Service Management and Operation – Geospatial Information
To ensure the network
infrastructure (both
physical and logical) is in
place to support new
customer services by
using GIS Network tools
© 2011 Infotech Enterprises
Geospatial Information
Allocation, Respond immediately to Encompasses
implementation, customer-affecting monitoring, analyzing
configuration, activation service problems or and controlling the
and testing of specific failures in order to performance of the
services to meet minimize their effects on service perceived by
customer requirements customers,to invoke the customers. Through GIS
and applying GIS Maps restoration of service network Trace
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Service Management and Operation – Geospatial Information
To ensure the network
infrastructure (both
physical and logical) is in
place to support new
customer services by
using GIS Network tools
© 2011 Infotech Enterprises
Geospatial Information
Allocation, Respond immediately to Encompasses
implementation, customer-affecting monitoring, analyzing
configuration, activation service problems or and controlling the
and testing of specific failures in order to performance of the
services to meet minimize their effects on service perceived by
customer requirements customers,to invoke the customers. Through GIS
and applying GIS Maps restoration of service network Trace
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Resource Management and Operation – Geospatial Information
To allocation,
installation,
configuration, activation
and testing of specific
resources to meet the
service requirements by
using GIS Inventory Sys
© 2011 Infotech Enterprises
Geospatial Information
Detecting, analyzing, Mediate Usage Records Managing the staff
managing and reporting processes is to validate, performing manual
on resource alarm event normalize, convert and activities along with
notifications by using correlate usage records managing the actual
NOC GIS Maps – OTDR collected from various activity being performed.
Test (Logical to Physical pieces of equipment in Issue WO, Close WO
System ) network,show GIS map and lifecycle
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Supplier/Partner Relationship Management – Geospatial
Information
processes manage
requisitions with
partners/suppliers to
ensure on-time and
correct delivery of the
product or service
requested, information
shown GIS System
© 2011 Infotech Enterprises
Geospatial Information
Arranging and managing S/P Performance Manage all settlements
supplier/partner access Management processes and billing for the
to appropriate service track, measure and enterprise, including bill
provider problem and/or report supplier and validation and
trouble management partner performance by verification and payment
support tools and Show using GIS/BI Tools for authorization with GIS
all Supplier list GIS Map SLA monitering Interface
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Marketing and Offer Management – Geospatial Information
To develop strategies for
products at the portfolio
level. The decision is
made as to which
product types the
enterprise wants or
needs to offer by GIS/BI
© 2011 Infotech Enterprises
Geospatial Information
To develop the Sales Manage the delivery and processes manage the
support and response build of new or changed delivery and build of
for new and existing market capabilities or new or changed market
products and services, customer-related capabilities and
as well as existing and capabilities based on customer-related
potential customers and consumer data and link capabilities with GIS
show in GIS system with GIS maps maps
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Service Development and Management – Geospatial
Information
To development of a
strategic view and a multi-
year business plan for the
enterprise’s services and
service directions, and the
parties who will supply the
required services.
© 2011 Infotech Enterprises
Geospatial Information
To Plan and deliver the
total capabilities
required to deliver
changes to service and
plan for area/couny to
launch services by using
GIS
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Resource Development and Management – Geospatial
Information
To support the long term
strategic direction of
the business, the existing
network
infrastructure needs to be
understood, the
future demands on the
network analysed,
© 2011 Infotech Enterprises
Geospatial Information
Physical Network Inventory Resource Development
acts as the central repository & Retirement processes
for all network infrastructure
develop new, or
and supports the planning,
engineering process by GIS enhance existing
Inventory technologies and
associated resource
types, by using GIS
Process
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Enterprises Management – Geospatial Information
Ensure that the
enterprise complies with
all relevant legal
requirements by regions
wise by using GIS maps
with Thematic mapping
© 2011 Infotech Enterprises
Geospatial Information
To manage relationship Physical Network
between the enterprise Inventory holds the
and its shareholders, status of all network
consistent with all management assets. As
business, financial, legal, regulations are imposed
and regulatory for reporting on
requirements. network operation
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Resource Management and Operation –Process Flow and Case Studies

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End to End View of Telecom Operations

CSR, Self Provisioning or

Third-Party (Web Access) Account Data
Billing
Business rules Rating
Order Entry GENEVA
and SINGLE VIEW IAS
Validation COMVERSE ZSMART
Order SLA Violation Impact
Customer/Billing Ix MACHINE
Entry/CRM and SLA Rebates
Commercial Updates
ZIRA CRM Orders Revenue
SIEBEL Exceptions Exception
Reporting
Orders From External
SALESFORCE Handling
Systems Order
ORACLE OSM Management
ERP Service SLA
Updates SLA
ORACLE ERP Technical Order Management
Asset and Material SAP Service
Network Planning
Synchronization O&M Logical Inventory Definitions
Network Updates System
VERISMA Provisioning Topology and
Physical Data Collection
Inventory Network CRAMER Automated Impact Data
METASOLV Activation (Fault, Performance
Updates
GRANITE etc)
SMALLWORLD
NETWORK ENGINEER Network Network TT Fault Performance
GComms Discovery Activation Management Management Management
ASAP SPICEWORKS OPENNMS
CRAMER SE HP OPENVIEW
CRAMER AE i- SIGHT HP OPENVIEW MANAGE ENGINE
ORACLE NI
Route Planning Access Planning
Backhaul Planning Network Network Capacity Planning

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
Resource Management – OSR/F/A- Process Workflow

© 2011 Infotech Enterprises

Physical Network Inventory –Outside Plant (OSP)
NIM
© 2011 Infotech Enterprises
Geospatial Information
System (GIS)
Key PNI Products (OSP)
• Telcordia NE
• GE Smallworld PNI
• Intergraph G/Technology
• Bentley/Autodesk
Ref : Source Google
Physical Network Inventory –Inside Plant (ISP)

Key PNI Products (ISP)

• Telcordia NE
• GE Smallworld PNI
• Intergraph G/Technology
• Bentley/Autodesk
NIM
Ref : Source Google
© 2011 Infotech Enterprises
Logical Network Inventory –LNI

Key LNI Products

• Telcordia Granite
• Amdocs Cramer
• Oracle Metasolv
NIM • Net Cracker

© 2011 Infotech Enterprises

Network Operation Center (NOC) with GIS

Incidents

Customers

Service Area

Network

Features

Images

Real World

Source : ESRI
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Resource Management- BT- NGN Transformation Program

OVERVIEW
 One of the largest implementation of Telcordia Network
Engineer (NE) globally

 Part for the BT Network Engineer Journey to redefine BT’s

network management as it implements 21CN

SOLUTION
 Data conversion of the 6500 exchanges

 Provision of consultancy services

 Application development on the NE platform

 Training , floor walkthrough and production support

 Backlog capture and data improvement

 Spline and Core Network Planning

BENEFITS
 Superior OSP network system

 Reduced planning and design time enabling faster time to market

 Minimum cost of failure and service delays

 Better report generation and analytics

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
Enterprise GIS– An Unified GIS System for Indian Telecom
Operator

OVERVIEW
• The client provides services through four lines of business(LoB)
• They had been using two different GIS systems having disparate database
and applications for their Mobile and Broadband services
• For the other two LoB’s, there was no GIS in place
• An enterprise wide GIS was required to unify the systems.
• System to support the group activities comprising Internet, V-Sat, Gateway

SOLUTION
• GE Smallworld based GIS system based on Oracle database
• Integrating telecom network with operations like Network
Monitoring, Fault Management, Work Force dispatch
• Integration with RF wizard catering to WLL services, TIMs, Oracle
databases, etc
• Integration with Marketing and Billing Systems
• Two Phases
o Phase – 1: Small World System / Data modeling / Application development for
Operations
o Phase – 2: Integration with OSS like TIMS and Marketing Systems, WLL Module
o Infotech has currently partnered with Alcatel Lucent to perform
the Fiber Field Engineering/Audit services for our client. The field
audit data is being uploaded into the inventory system by our
teams
© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
Sales/Marketing Management – Opensource GIS Platform

OVERVIEW
 Enterprise GIS based Web Application for
Sales & Distribution using Open source GIS
technologies.

SOLUTION
 Integration of the Google Maps

 Display of demographic data

 Map search functionalities – Google Map

Based and Dealer POI Search.

 Query Manager

 Custom Report Generation and Display

 Query results – Bar charts, tables and

export functions.

© 2011 Infotech Enterprises

CRM- Customer Call Center Application- ArcGIS Server

OVERVIEW
 GIS Based Feasibility Customer Care
Application
Main GUI
SOLUTION
 This website is primarily used by Telecom
Service team, Sales team, and outlets to
find the feasibility of the DP to provide a
new telephone connection and high-speed
Internet and IPTV connection for new
customers or existing customers.

 It is also used to locate telephones, IDs,

electricity, and pay-phone numbers. This
system provides detailed information
about cabinets, DPs, and route cards.

© 2011 Infotech Enterprises

Conclusion

 GIS Community should recognize the standards accepted by the TM Forum in

an effort to help meet the telecommunications industry’s need for geo-spatial
analytics and visualization and talk TMF communication Language

 To reduces the cost and risk of deploying spatial technology

 Identify Geospatial/Location Information from each individually department

'business requirements’ and integrate with Enterprises GIS across the company

 Build enterprise wide Geographic Information System (GIS) and integrate the
same with existing OSS / BSS systems

Service Service Network

Feasibility Activation Operational Planning
Capacity

Service Customer
Asset Tracking Billing Fault
Provisioning Demographics

© 2011 Infotech Enterprises 30

 Thank You

www.infotech-enterprises.com We deliver Global Engineering Solutions. Efficiently.

© 2011 Infotech Enterprises Limited. All Rights Reserved

Infotech OSS SERVICE OFFERINGS….

End to End OSS Solutions

• Business & Process
Consultancy
• Workflows and
Orchestration
• COTS and Customized
Integration Services Products Rollout
• Integration Strategies • Applications Development
• Standard based • Data Services
Solutions
• Custom
Integrations(MTOSI)
• Application
Customization
• Testing
• Maintenance

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
….OSS SERVICE OFFERINGS

 Assessment: Need, Business value, Roadmap, Transition, Support

 Business Development: Business Case, RFX Creation and responses, ROI
Analysis, TCO Analysis
Business and Process  Optimization: “As-is” and “To-be” Architecture designing
Consultancy  OSS Architecture Development: Business, Information and Application
architecture designing
OSS Solution

Work Flows and  Service qualification, Service designing, Provisioning, Activation, Inventory
Orchestration reconciliation & Shortfall, Fault and Escalations, Fault Localization

COTS & Customization  Strategy/Plan, Scoping, Design, Build, Transition Rollout, Operate
Products Rollout  Turn-key, Manage Services, Partial

Application  B2B: Web Application for OSS, Reporting Tool, Business Analysis tool
Development  B2C: Web Portal

Data Services  Migration, Conversion, Cleansing, Maintenance, Creation-Entry, QC

 Point to Point, Database level, ESB based, Processed based, Trigger based,
Integration Strategy Batch process, Discovery & Reconciliation
Integration

Standard Based  TMF-FAB, SID, MTOSI, ITUT-FCAPS, TMF814, TMF854

Solution

Custom Integration  OSS-OSS, OSS-BSS, OSS-NMS, OSS-BSS-NMS

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners
INFOTECH OSS SUITE

# Business Architecture
# Information Architecture
# Application Architecture
# Technology Architecture

# Service Designing # Physical Inventory (GIS)

# Process Designing # Logical Inventory(OSS)
# Alarm Management
# Trouble Ticketing

# Process Orchestration # Resource Provisioning

# Health check-up
# Order Decomposition # Service Provisioning
# Capacity or threshold
# OSS NMS
# Standard Based
# Physical Inventory
# Logical Inventory

Across the Telecom

Services

© 2011 Infotech Enterprises All logos, trademarks, trade names and graphics used herein are the property of their respective owners