From ITIL to eTOM: Gluing Together the

eProcess Value Chain In Mixed

Civil/Military Environments

Track 7: Martin Huddleston

New Generation Business Cases Principal Engineer, QinetiQ
Session: E-mail: MEHuddleston@QinetiQ.com
OSSBIZ4 Wg Cdr Nigel Phillips
Wednesday, May 15, 2002 DCSA SO1 Svc Ops Plans, UK MOD
2:00 - 3:00 pm E-Mail: dcsasvcops-so1plans@defence.mod.uk

© Crown copyright 2002

Agenda
• Context
• An end-to-end process understanding
• Solutions
• Summary

© Crown copyright 2002

 The Task
Information
Infrastructure SPs -
Product Running ITIL
Portfolio Processes Deployable
Network

Satellite SP Mobile ICS

UK Network
System
SPs Deployable
Network

User
Deployable ICS System
Capability User
Capability

Owned and Managed

Totally Outsourced
Partially Outsourced
© Crown copyright 2002
 The Problem
Future Product
Service Assurance
and Management
Domain Management Today’s
Board Product
Portfolio
Individual
Product
Supply Chains

Contract
Interfaces

The Enterprise Management

Customer’s
Domain
Portal - Customer/Supplier
(CRM/RO)
Interface

© Crown copyright 2002

The Way Forwards
Strategy is the art of creating value. It provides
frameworks, conceptual models, and governing ideas that
allow a company’s managers to identify opportunities for
bringing value to customers and for delivering that value
at a profit (lower cost to defence). New ways of creating
value are being opened by current global competition,
changing markets and new technologies.
The focus of strategic analysis should not be the
company or the industry, but the value creating system
itself, within which suppliers, business partners, allies
and customers work together to co-produce value.

© Crown copyright 2002

Service Assurance and Management
Strategy

• Tempo
• Ease of Use
• Assured Delivery
• Cost

© Crown copyright 2002

Top Down Product Centric Service
Military Business Process Domain
Delivery
Joint functions
Planning Function Doctrine
Mission planning
Coordinating
Customer Customer
Service Provider
CRD Customer Requirements Document Operations
Strategy and Commit, Infrastructure and
Lifecycle Management
Product

Strategy andInfrastructure
Product
Operations
Fulfillment
Support and Assurance
Billing
Commit Lifecycle Lifecycle Readiness
Management Management
Marketing and Offer ManagementCustomer Relationship Management
Application SPs
Service Development and Management
Service Management and Operations Information
Infrastructure SPs
Resource Development and Management
Resource Management and Operations
(Application, Computing and Network)
(Application, Computing and Network)

Customer Customer
Supply Chain Development and Management
Lifecycle Management
Supplier/Partner Relationship Management
Operations
Strategy and Commit, Infrastructure and Product UK Network SPs
Strategy andInfrastructure
Product
Operations
Support andFulfillment Assurance Billing
Commit Customer
Lifecycle Lifecycle Readiness Customer
Management Management
Operations
Strategy and Commit, Infrastructure and Product
Marketing and Offer ManagementCustomer Relationship Management
Lifecycle Management Satellite SPs
CITS PTP Strategy andInfrastructure
Product
Operations
Support and FulfillmentAssuranceBilling
Commit Customer
Lifecycle Lifecycle Customer
CITS Readiness
service Management Management
Service Development and Management Service ManagementOperations
and Operations
VPN Strategy and Commit, Infrastructure and Product
Marketing and Offer ManagementCustomer Relationship Management
CITS Dedicated Lifecycle Management

Network
Operations
Fulfillment
Assurance
Billing
Service
Strategy andInfrastructure
Commit
Resource Development and Management
Development and
Management
Management
Product
Lifecycle Lifecycle
Resource Management
Support and
Readiness
Management and Operations
Service Management and Operations
Theatre
(Application, Computing and Network)(Application, Computing and Network)
Marketing and Offer ManagementCustomer Relationship Management
Network SPs
Supply Chain Development and Management
Supplier/Partner Relationship Management
Resource Development and Management
Resource Management and Operations
(Application,Service Development
Computing and
and Network) Management
(Application, Service Management
Computing and Operations
and Network)

PTT’s Supply Chain Development and Management

Supplier/Partner Relationship Management
Resource Development and Management
Resource Management and Operations
(Application, Computing and Network)
(Application, Computing and Network)
LF/HF/VHF
UK Net
SATCOM
Theatre Supply Chain Development and Management
Supplier/Partner Relationship Management

© Crown copyright 2002

 Change Management
• Cohesion
– ‘Get a Grip!’
• Incremental Acquisition
– Continue to Meet Today’s Needs
• Catalyst Project
– ‘Suck it and See’
• Engage Suppliers up Front
• Use NGOSS
– Do Business Differently

© Crown copyright 2002

End-to-End Process Understanding

© Crown copyright 2002

End-to-End Process Problem
Provider Customer
Third Party Service
Provider
Provider
Third Party Service
CRM Provider

S/PRM CRM

Provider Customer S/PRM

Service Provider

CRM
Customer Provider Customer
S/PRM
Third Party Service
Provider

CRM
Customer-Provider Relationship Interactions
CRM: Customer Relationship Management S/PRM

S/PRM: Supplier/Partner Relationship Management

© TeleManagement Forum eTOM April 2001

© Crown copyright 2002

ITIL® - Information Technology
Infrastructure Library & Processes

© Crown copyright 2001 © Crown copyright 2001

• Deliver IT Services
• Service Delivery Process
• Support IT Services Map (Fulfilment)
• Managing Applications • Service Support Process Map
• The Business Perspective (Assurance)
• Manage the Infrastructure • URL: http://www.itsmf.com

© Crown copyright 2002

eTOM RM&O Delayering the Service
• Computer & Application Layer Resources - ITIL®
• eTOM for the Rest
Fulfillment

Customer Service Resource Supplier/Partner

Relationship Management and Management and Relationship
Management Operations Operations Management

Customer Interface Service Resource Resource Buying

Management Configuration Inventory Provisioning
Management
Marketing S/P Order
Fulfillment
Network Inventory Network Management
Management Provisioning
Selling
S/P Interface

Order Handling
Application Computing
Inventory
Management
Computing
Provisioning
Management

Retention and
of ITIL ® Application
Inventory
Management
Application
Provisioning
Loyalty
© TeleManagement Forum eTOM April 2001

© Crown copyright 2002

Service Fulfilment Value Chain
Deliver Service 1
CRM
SM&O Deliver Service 2
RM&O
S/PRM
Deliver Service 3
CRM
ITIL - © Crown copyright 2001 SM&O
Deliver Service 4
RM&O
CRM
S/PRM
SM&O
RM&O
End to End User Service 1 S/PRM

Computing & Application Service 2

Network Service 3

Carrier Service 4

© Crown copyright 2002

End-to-End Service Assurance
Co-ordination
Service Co-ordinator

CRM

SM&O

RM&O

S/PRM

Service Provider a - eTOM Service Provider b - ITIL Service Provider c - eTOM

CRM CRM

SM&O SM&O

RM&O RM&O

S/PRM ITIL - © Crown copyright 2001 S/PRM

© Crown copyright 2002

Process Model Driven Architecture ?
• Understanding Inter-organisation and Organisation Process
through (UML) Process Models
• Potential to Drive Future NGOSS™ Implementations
• Standard business process tools for modelling
• NetViz® process mapping & 3D End-to-End Visualisation

eTOM in 3D ITIL Service

Delivery in 3D

© Crown copyright 2002

Inter-Organisation Process Flow

© Crown copyright 2002

So what does this mean for NGOSS?
- Doing Business Differently
D
WORK Customer Problem Service Problem Problem I
FLOW care Handling management Reporting R
E
C
T
SERVICE INTEGRATOR BUS O
R
Y

BtoB CIM
WORK
Gateway D
FLOW
I
Customer Trouble SLA R
Interface ticketing reporting E
C
BtoB T
ASSURANCE BROKER BUS O
Gateway
R
Y
CIM

WORK
FLOW
WORK
FLOW D
Problem BtoB Problem BtoB Problem Problem
D I
Handling Gateway reporting Gateway Handling Reporting R
I
R E
E C
C ACCESS NETWORK PROVIDER BUS BACKBONE NETWORK PROVIDER BUS T
T O
O R
Network Fault Performance Network Fault Performance
R Y
Y Inventory monitoring monotoring Inventory monitoring monotoring
CIM
CIM

Network Network Network Network Network Network

element element element element element element

© TeleManagement Forum Val Ch Roles Rev 0-2.doc 4th Feb 2002

© Crown copyright 2002

Solutions

© Crown copyright 2002

Considerations for the OSS
• Maturity of the Value Chain, migration
• Prototype B2B including organisation & culture
• Incremental capability migration
• Partnerships
• Open architectures
• Enduring principles

© Crown copyright 2002

 Service Assurance Migration
Legacy
DCSA Service Operations
Network
eTOM Domain
Gateway
End-to-End Current Service Management Inter-domain
Messaging Gateway
Domain B2B
Gateway Domain e-TOM Service Assurance processes
B2B Clarify OSS Information Service
Satellite Service OSS Middleware Layer Domain
Provider Domain HP OSS
B2B B2B Emerging Service
Management Domain
Radio Service
Provider e-TOM/ITIL process harmonisation
Domain Clarify OSS
Managed UK Network Service HP OSS
Services Provider(s) Domains B2B
Domain
New Information Infrastructure
- ITIL Domain
Heritage Information User Access
Infrastructure
Workstations User Access
Workstations User Access Asset & Incident
Infrastructure LAN Estates Infrastructure Management
Domain
Peregrine OSS
Servers Core Nodes
Commercial Partner s
Extant database Operations OSS
integration Legacy Service Provider
IT Domain Management
Infrastructure Monitoring
Copyright Cogent Defence & Security Networks Ltd, 2002

© Crown copyright 2002

Today’s NGOSS for Service
Assurance & Management

© Crown copyright 2002

 Today’s NGOSS for Service
Assurance & Management
Web/
Customer touch points
E-mail Phone In person IVR Fax
Internet Wireless PoS

Integrated queuing and routing

Web-enabled, integrated front office applications

CallCentre Sales & Support Logistics Contracts Quality eBusiness

Marketing

Shared customer database, workflow management

Links to Back office, legacy
suppliers, partners Virtual enterprise collaboration system Integration

© Crown copyright 2002

Summary
• A Critical Business subject to significant change which
must be delivered
• Considerable benefit from eTOM & ITIL® in
understanding the Value Chain
• NGOSS systems offer opportunity to create real value
to our customers by doing our business differently
• Realising the vision through Pilot Projects exploring
the potential for doing different business

© Crown copyright 2002

Thank You

QUESTIONS ?

• Wg Cdr Nigel Phillips, DCSA SO1 Svc Ops Plans, dcsasvcops-so1plans@defence.mod.uk

• Martin Huddleston, Principal Engineer, MEHuddleston@QinetiQ.com

• Andrew Baldwin, eBusiness Manager, andy.baldwin@cogent-dsn.com

© Crown copyright 2002