OSS/BSS. Introduction

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OSS/BSS

Introduction

In order to support the demand for new multimedia applications, service providers must be prepared to provision and activate features on the fly, add bandwidth, bill for content, track customer usage, monitor service performance, and ensure revenue capture. In such an environment, having a partner who is a leader in driving next-generation

transformation, and who understands the underlying technologies to support on-demand services is critical to success. With a comprehensive portfolio of multi-vendor services and range of expertise, Alcatel-Lucent can be this partner, helping our customers take a project from concept to reality, beginning with a comprehensive needs assessment, through design, development, and solution verification of service-ready processes and systems for operations and business support functions.

Alcatel-Lucent's approach to OSS/BSS services falls under two broad areas:

1. Strategic consulting, termed Service-Oriented Operations (SOO), helps customers define a Future Method of Operation (FMO) for their next generation operations environment, based on key business objectives and assessment of current operations to create a detailed transformation blueprint. Closely aligned with the TMF initiatives in Quantitative benchmarking and taking into consideration the people, processes, platforms and metrics aspects of defining a FMO, SOO helps providers realize best-in-class operations. Some specific consulting services we offer are; Operations Assessment Report, Transformation Business Cases and Operations Roadmaps.

2. The OSS/BSS Transformation (OSS-T) solution leverages our highly skilled team of System Integration Consultants to help customers create and execute a FMO plan to migrate to New Generation Operations System and Software (NGOSS) environments whilst maintaining operational and business continuity through the transition. Given our active partnerships for every domain and sub-domain of the Telemanagement Forum Telecom Operations Model (TOM) mapping, our broad expertise with best-in-class software from leading companies, including ours, we are able to deliver superior results to our customers combining best-of-breed product knowledge with network expertise and systems integration discipline. The scope of delivery activates the

• Stand-alone end-to-end solutions, focusing on integration of best-of-breed OSS products and systems to provide comprehensive management solutions across one or all of the Fulfillment, Assurance, and Billing domains. • Stand alone solutions around individual

component/application (such as performance management, service activation) to be integrated in an existing OSS system. These solutions are provided around both Alcatel-Lucent OSS products as well products from our broad set of strategic partners.

• Pre-integrated solutions to automate and improve a coherent domain of OSS or BSS process in support of Alcatel-Lucent network offers across service fulfillment (including order management, inventory management, service activation, pre-integrated into one solution), service and revenue assurance including service quality monitoring, rating, billing, and customer care.

Alcatel-Lucent's OSS/BSS service offers are based around Telemanagement Forum TMF NGOSS frameworks and principles, and progressive software techniques, derived from active participation and leadership in TMF for many years. Our PS methodology considers strategic and practical issues necessary to establish effective processes, teams, and systems essential to delivering successful OSS/BSS transformations. This is summarized in the diagram below:

Planning: Migration to Next Gen. IP-based network and services gives Service Providers an opportunity to adopt a phased service oriented approach to reforming and re-architecting the operations environment.

Execution: Alcatel-Lucent can help SP’s to plan and execute a highly structured business results-driven Service management transformation

SP’s Opportunities for Operations Transformation

Service Oriented Operations

Strategic Consultancy Engagements

OSS and Network Transformation

Pre-Integrated Solutions and System Integration

Engagements

OSS Partnerships, Product Offerings

Fulfillment, Assurance and Billing IP for Service Providers and Enterprises

System Design/ Information Model Strategic Requirements Security X.805 Tech, Neutral Architecture OSS/BSS Tools ICT Tools Operations Process Logic Service Oriented Components Automated, Flexible OSS

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Alcatel-Lucent's OSS/BSS solutions cover a complete array of operational processes including:

• Service fulfillment, including inventory management • Service assurance

• Customer care and billing

As described by the electronic Telecom Operations Map (eTOM) from the TMF, the following horizontal functions are covered:

• Customer relationship management • Service management and operations • Resource management and operations • Supplier/partner relationship management

Our technology domain-specific OSS/BSS solutions are based on the pre-integration of our strategic partners' applications as well as our own OSS components in some key areas (service assurance, service quality monitoring, billing mediation, IP address management, and authentication).

The graphic below summarizes Alcatel-Lucent's strategic partnerships (per building block) with leading software vendors to support pre-integrated solutions for the triple play technology domain.

However, as outlined earlier, we provide a full set of professional services including strategic consulting, system design, customization, integration, project management and operations support, to deliver turnkey integrated OSS/BSS solutions, using our own and partner solutions tailored to your business-specific requirements. Our approach to supporting the complete life cycle associated OSS/BSS transformation is outlined below:

OSS/BSS Solutions: Definition and Deliverables

Alcatel-Lucent's OSS/BSS delivery scope includes two levels depending on the customer's requirements:

• Stand alone solutions – Individual component/application (such as performance management, service activation) to be integrated in an existing OSS system as well as end-to-end OSS /BSS solutions.

• Pre-integrated solution to automate and improve a coherent domain of OSS or BSS process: service fulfillment (including order management, inventory management, service activation, pre-integrated into one solution), service quality monitoring, rating/billing/customer care for Alcatel-Lucent's network offers. • Overall solution consisting of several pre-integrated solutions

for overlay and green field deployments.

Customer

Management Customer Care

Fulfillment

BSS

OPERATIONS

OSS

BSS

Assurance Billing Rating Collection Service Management Supplier/ Partner Management Resource Management (Network Applications) S e cu ri ty M a n a g e m e n t Inventory Business Process Consulting Operations (IMO) Road Mapping Detailed Operations Transformation Blueprint Technical Support and Maintenance Continuing Engineering and Optimization Managed OSS/BSS Services Integration and Deployment Operational Readiness Testing Project

Management OSS/BSS Software_Integration

OSS/BSS Infrastructure Solution Engineering PMO-FMO Analysis Data Management Feasability Assessment Professional Services A ss_es sm e n t Im ple_m

enta_tion Plann

ing andDe sign Business Analysis Ma inta in a nd Man age Impact Assessm ent_an d A na ly sis Planning and Exec utio n OSS/BSS Infrastructure Readiness Assessment

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The scope of Alcatel-Lucent's OSS/BSS solutions are summarized in the graphics below.

Alcatel-Lucent's OSS/BSS applications and solutions include the following:

Service Assurance

This solution provides service assurance for integrated, multi-vendor, multi-layer networks.

Key capabilities include: • Fault management:

End-to-end alarm management (collection, correlation and processing), service impact analysis providing an integrated service view. Vendor(s) and product name(s): Alcatel 8950 Service Assurance; IBM/Tivoli – Netcool product suite, VitalSuite Network Fault Management and Integrated Service Assurance.

• Performance management wireline:

Performance management and reporting, wireline networks. Vendor and product name: IBM/Tivoli- proviso Product suite, VitalSuite Network Performance Management.

• Problem management: Processing of trouble tickets. Vendor(s) and product name(s): BMC (Remedy) –

Alcatel 8935.

• Voice traffic management: Traffic monitoring for PSTN and VoIP networks. Vendor and product name: Alcatel 8920, VitalSuite Network Traffic Management.

• Service troubleshooting:

Solution to remotely assist customer service representatives troubleshoot customer problems. Vendor and product name: Alcatel 8940 Service troubleshooting, VitalSuite Application Performance Management.

• Security:

Real-time monitoring and correlation of security events.Vendor(s) and product name(s): IBM/Tivoli – Neusecure; Alcatel Safer, VitalSuite AAA.

Inventory / Service Fulfillment DSL and VoIP Service Provisioning Service Activation Mobile Service Activation GIS - Based Inventory Traffic Mgt. and Service Monitoring Performance Management Mobile Performance Management Problem Management Service Assurance Security Assurance Business Intelligence Billing Convergent Charging Collection Law Enforcement Support Contact Center Management Customer Care Se_r vic_e Fulf_illm e_n t Bill ing Service Assur anc e C_u s to_m er M a_n ag_e ment Performan_{ce Monito} ring M e_d ia tio_n R_a tin_g a_n d P ric_in g Fra ud_M an ag_em en_t Inte rco_nn ecti_on an_{d S} ettle_m ent Reven_{ue Ass} urance Real Time Charging

Fau lt a_nd Eve_{nt M} ana_gem ent Te_st an_d M ea_su re_m en_t S_e rv ic e M a_n a_g e_m e_n t Netw ork Reso urc eM ana ge me nt Act ivat ion Engin eerin g and Plann ing Order Management Tro ub leM ana gem ent CRM and Anal ytics Subscri berMa nagem ent

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Service Fullfillment

This solution provides automated flow-through of all information required for service provisioning, from order intake to network activation.

Key capabilities include: • Service fulfillment:

End-to-end service fulfillment from order management to service activation. Vendor and product name(s): Alcatel 8950 Service fulfillment powered by Cramer 6, Axiom AXiOSS Product Suite, VitalQIP IP Address Management • Inventory:

Physical, logical, and service inventory management.Vendor and product name(s): Cramer, Cramer 6

• Activation:

Service activation. Vendor(s) and product name(s): Alcatel 8950 Service Fulfillment powered by Cramer 6; Syndesis, Netprovision; Axiom AXiOSS Suite, VitalSuite Service Activation Manager

Customer Care and Billing

This solution provides a full range of customer care and billing capabilities including:

• Billing collection:

Collection of billing records for voice and xPlay networks. Vendor and product name(s): Alcatel 8965 C3S.

• Billing and Customer Care:

Integration of billing, customer care management, rating and invoicing systems. Vendor and product name(s): Alcatel convergent billing powered by LHS – BSCS 6.

• Contact center:

Integration of contact center applications. Vendor and product name(s): Genesys Suite 7.

OSS/BSS Design, Integration, Implementation

and Customization Methodology

Interoperability or pre-integration between Alcatel-Lucent network equipments and OSS applications creates major value for customers. As a result, Alcatel-Lucent ensures that its network management systems and OSS systems inter-work with the OSS applications provided by our strategic partners.

Alcatel-Lucent performs a coherent implementation, integration, configuration and customization of all software packages previously selected in the architecture and design practice for supporting the new processes of operations.

Consulting

Alcatel-Lucent works with the service provider to collect and analyze the operations, business processes and OSS/BSS applications of the Present Mode of Operation (PMO) to determine what changes are required to achieve a stable and efficient operation after transformation (Future Mode of Operation – FMO), including cost savings and ability to extend revenues.

The CMO analysis report contains the following: • Current processes map and assessment • Current OSS/BSS map and assessment Network Fault Management Network Traffic Management Services Activation Management Network Performance Management Application Performance Management Integrated Service Assurance Services Management IP Address Management VitalQIP® Authentication VitalSuiteAAA® VitalD® Common Login

Elements EMSs Systems Probes

Intuitive Web UI Secure Portal Flexible APIs Data Collectors Advanced Reporting Software Toolkits

VitalSuite

®

MT-OSI IPv6 Open Integration SOAP Layer

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• Comments and analysis of industry best practice, in context of generic target OSS/BSS architecture defined by Alcatel-Lucent • Definition of target OSS/BSS architecture

• Assessment of current evolution plans and a collection of problems, issues and expectations found in the above analysis, mapped to business processes, applications and domains in order to verify in the next phase that they are solved or explained by the target architecture.

Process and Functional Requirements

The Process and Functional Requirements service takes as input the consulting service, and subsequently launches and coordinates activities (the operational and business processes, OSS/BSS, Staff organization and migration) to deliver coherent and consistent documentation and roadmaps.

Design and Architecture

Alcatel-Lucent uses the results from the Process and Functional Requirements to select the necessary IT/OSS/BSS components and the service provider's required preparation for adapting the existing components, while supporting the target processes. To obtain a high-level design of the service provider's IT/OSS/BSS applications, the impact of the tool chain supporting the main end-to-end operation processes has to be assessed based on the assurance, fulfillment, billing, operation support and readiness process.

Based on this assessment and Alcatel-Lucent's experience in operating complex networks and integration of OSS/BSS systems, new solutions or applications/tools and/or adaptations to customer OSS are provided to automate and improve their processes.

OSS/BSS Customization

Alcatel-Lucent performs a coherent customization,

configuration, installation and integration of software packages previously selected in the architecture and design practice for supporting the new processes of operations. Alcatel-Lucent also delivers a report on the evolution and the target objectives for the OSS/BSS stream.

Solution Integration and Tests

The Solution Integration and Tests service implements solution testing for all network design and deployment projects, including the following:

• Procurement and deployment of test equipment in a development lab

• Authorizing test strategy, requirements and plans • Managing test procedures and other vendor supplies

and services

• Authorizing operational readiness tests

• Participating in the end-to-end user acceptance tests, with the customer as the prime integrator

• Trials of test measurement equipment

• Support in determining compliance of end-user equipment or other vendor equipment with network design

Migration

Migration of all end customers - residential, business and wholesale – includes both the physical migration from the existing network to the new network, and the service migration from existing to new OSS/BSS platforms and processes. Alcatel is responsible for building:

• The network and OSS/BSS together with the physical migration, including all engineering and installation specifications, as well as test plans and reports

• Services development and delivery for network, OSS/BSS and operations

A view of the range of services that Alcatel-Lucent brings to our customers is summarized in table 1.

Main Customer Benefits

A next-generation network demands a network integrator and trusted advisor like Alcatel-Lucent who has decades of experience helping service providers around the globe to create, implement, and manage network, service, and end-user management solutions. Alcatel-Lucent's OSS/BSS solutions support service providers in improving their customer service,

time-to-market and the flexibility of their service offering in a highly competitive environment. The solution is designed

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The main benefits of Alcatel-Lucent's OSS/BSS solutions and services are:

• Deliver a revenue ready solution to grow your customer base:

Alcatel-Lucent is ready to mobilize experts to deliver an integrated solution designed to support: rapid provisioning of next-generation applications; dynamic management of network capacity; real time monitoring of network/service performance; generation of business intelligence from usage data; and enhanced revenue capture through automated rating and billing.

• Automate business processes when it makes sense and optimize operational and capital expenses: Alcatel-Lucent delivers impressive results by adapting existing OSS to support IP-based networks and streamline operations to more efficiently support legacy networks. By emphasizing up-front planning, explicitly tying migration plans to KBOs, and developing a detailed IMO plan, customers are protected from cost-overrun and revenue loss risks in their migration to FMO.

• Reduce risks and implementation delays with pre-integration:

Alcatel-Lucent's customers have the reassurance of knowing that their network deployments will be managed efficiently and optimally, ensuring protection of their NGN investments and services revenues from day one of network rollout. • Create a superior customer experience and reduce churn:

Reduce the cost of customer interaction, reduce churn, and dramatically improve satisfaction. Alcatel-Lucent designs the processes and systems to measure and manage the Quality of Service (QoS) for IP-based subscriber services to ensure Service Level Agreement (SLA) compliance.

Requirements

OSS/ BSS Integration Services Cover the Entire Life Cycle

Continuing Engineering and Optimization Services

Deployment and Configuration Services Integrated Solution Planning Services Custom Software Development Services Service Readiness Project and Vendor Management Services Analysis Design Development Testing Support Implementation Systems Studies Operational Analysis Optimization and Tuning Operations and Security Audits Periodic Check-Ups Disaster Preparedness Revenue Recovery Implementation Planning Architecture Requirements Definition Phsyical Architecture Functional Architecture Specification Documents Operational Flows Systems Integration Multivendor Integration

Software and Systems Installation Network Connectivity Network Element Connectivity Desktop Configuration Data Migration Provisioning Staging Test and Turn Up

Planning Documentation Scope Management

Test Plan Development

Test Environment Definition and Construction Validation Testing and Results Reporting Operations, Methods and Procedures Testing

Requirements Definition and Specification Documents Additional Functionality for Existing Software Customized Interfaces and Reporting Operational Flow-Thru Software Adaptations for Systems Integration and/ or Multivendor Integration Security Management

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