新一代运营支撑系统NGOSS

新一代运营支撑系统

NGOSSandeTOM

讨论内容电信管理论坛-NGOSS和eTOM的推动者内容小结传统运营支撑系统面临的挑战电信运营的新特征增强的电信运营视图（eTOM）新一代运营支撑系统（NGOSS）简介中国电信集团上海研发中心第3页共32页ETOM过程框架（一级视图）运营服务实现服务保障服务计费运营支持&准备客户关系管理服务管理&运营资源管理&运营(应用、设备和网络)供应商/合作伙伴关系管理企业管理战略&企业规划财务&资产管理容灾恢复、安全&欺诈管理企业质量管理、流程、IT规划&架构品牌管理、市场调查&广告股东&外部关系管理调研开发、技术引进人力资源管理战略、基础设施&产品产品生命周期管理基础设施生命周期管理战略&决策营销&定价管理服务开发&管理资源开发&管理(应用、设备和网络)供应链开发&管理客户运营服务实现服务保障服务计费运营支持&准备客户关系管理服务管理&运营资源管理&运营(应用、设备和网络)供应商/合作伙伴关系管理企业管理战略&企业规划财务&资产管理容灾恢复、安全&欺诈管理企业质量管理、流程、IT规划&架构品牌管理、市场调查&广告股东&外部关系管理调研开发、技术引进人力资源管理战略、基础设施&产品产品生命周期管理基础设施生命周期管理战略&决策营销&定价管理服务开发&管理资源开发&管理(应用、设备和网络)供应链开发&管理客户客户电信运营的新特征由以业务为中心，演变为以客户为中心企业内部流程集成性增强；流程的实时性、自动化要求；业务策略成为竞争的关键要素，业务创新、产品营销的支撑要求增强；运营策略、管理流程调整周期缩小，企业的动态性增强。通信行业的演进趋势垄断经营_

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数据YesterdayTodayTomorrowTomorrowPersonalinformationservicesEntertainmentservicesBusinesstobusinessservicesMultimediaTeleconferencingBasicandEnhancedVoiceMultimediaContentDeliveryVideoStreamingServicesSpecializedInformationServiceseCommerceApplicationsLocationbasedservicesWeb-BasedServiceOrdersDataBackup/RecoveryServicesVoiceOverIPServicesTexttovoiceservicesMultimediaBridgingServicesEnhancedvoicemailservicesVoicemailservicesBasicVoiceServices业务多元化趋势BasicVoiceServicesAudioTeleconferencingPre-payservicesNetworkACDServicesEnhancedvoicemailservicesVoicemailservicesSMSTextMessagingWeb/InternetAccessBasicEMail旧有系统面临的挑战业务开发速度要求日益提高实时的业务部署要求跨越多种技术和平台的QoS要求主动的、实时的、基于内容的、基于位置的多种计费策略的要求

客户自助服务的能力要求旧有系统的困境市场对速度的要求，超越了现有管理能力的极限。开发时间过长，费用太昂贵、风险太大打破常规重新思考从‘铁匠铺’开始的软件...…通过组装和配置快速生成产品新一代OSS-改变着我们构建管理软件的方式由超过400家的电信运营商、设备(软件）提供商和系统提供商组成。专著于运营管理和业务流程自动化工作。通过在全球电信行业内推动技术和解决方案，TMF提供大量的行业知识；推动企业间达成一致的协议；提供试验和合作开发的机会电信管理论坛（TMF）Industryconferences/exposWebbasedservicesSeminars/trainingprogramsCreate,stimulate,interpret,catalogue,collate,package,distributeknowledgeMarketresearchProductcataloguesPublishedreportsIndustrynewsAcademic/governmentinformationExternallySourcedTMFCollaborationCatalystprojectsTechnologytrialsCollaborativeR&DprojectsIndustryrequirementsPresentations/whitepapersBusinesscasesTMF与业界的合作TMF重点关注的领域在以下领域提供战略指导：新一代OSS(NGOSS)业务流程建模和自动化管理NGN网络的相关技术业务管理基于Web的客户关怀(e-Care)与客户关系管理(CRM)系统集成什么是NGOSS?NewGenerationOperationsSystemsandSoftware业界公认的,新一代OSS/BSS的业务框架包括向运营商、设备供应商和系统集成商提供的工具和指导运营流程,系统与软件集成图开发架构文档、模型和参考代码目标=快速开发灵活的、低成本的满足互联网经济业务要求的支撑系统。广泛的思维源泉NGOSS商用组件COTSITU-T的TMN业务流程企业管理NGOSS–关键要素

业务流程和信息模型的定义定义系统框架（将在其上建立具体系统）通过一系列的合作开发的催化项目提供可行的实现方案和多厂商的功能展示。创建基于知识库的文档、模型和代码库，以支持开发商、集成商和用户的工作。NGOSS的核心概念方法学（Methodology

）–系统化的NGOSS构建的原则和流程。视点（Viewpoint

）–对一个系统特定的关注点(IEEEStd1471-2000)框架（Framework

）–支撑性的完整的结构体系架构（Architecture

）–进行设计和构造的风格与方法。系统观点实现观点NGOSSKnowledgeBaseNeedModelValidateRun业务观点ContractInterfaceServiceImplementation运行观点NGOSS的方法论（Methodology）Methodology–systemofprinciplesandproceduresappliedtoadisciplineViewpoint–focusonparticularconcernswithinasystem(IEEEStd1471-2000)NGOSS–视图

NGOSS的方法学从业务、系统、实现和运行等四个方面对NGOSS知识体系进行划分，形成相应的业务视图、系统视图、实现视图、运行视图。业务视图：描述电信运营的业务需求，用流程管理的观点看待电信运营，核心文件是eTOM(增强的电信运营图）系统视图：描述与技术无关的结构和模式，主要是系统结构、共享信息和数据模型（TNA/SIM/SID)eTOM-NGOSS的业务视图理想的（电信）企业组织图基于模型的业务流视图

从外部所见的业务活动支持的功能

给出了三大流程区域：

1）战略、基础设施和产品

2）运营3）企业管理三大流程区域进一步分解为23个一级流程群组和82个二级群组及若干三、四级流程。eTOM–enhancedTelecomOperationsMapNGOSS业务视图：eTOMOperationsFulfillmentAssuranceBillingOperationsSupport&ReadinessCustomerRelationshipManagementServiceManagement&OperationsResourceManagement&OperationsSupplier/PartnerRelationshipManagement(Application,ComputingandNetwork)EnterpriseManagementStrategic&EnterprisePlanningFinancial&AssetManagementEnterpriseQualityManagement,Process&ITPlanning&ArchitectureStakeholder&ExternalRelationsManagementBrandManagement,MarketResearch&AdvertisingHumanResourcesManagementDisasterRecovery,Security&FraudManagementResearch&Development,TechnologyAcquisitionStrategy,Infrastructure&ProductProductLifecycleManagementInfrastructureLifecycleManagementStrategy&CommitMarketing&OfferManagementServiceDevelopment&ManagementResourceDevelopment&ManagementSupplyChainDevelopment&Management(Application,ComputingandNetwork)Customer

eTOM的发展简史1995–1998:developmentofTOM(TelecomOperationsMap)1999:stabilizationofTOM2000–2001:evolutionofTOMtowardseTOMMay2001:eTOMv1.0forTMFMembersEvaluationOct2001:eTOMv2.0forTMFMembersEvaluationJan2002:eTOMv2.5forPublicEvaluationMay2002:eTOMv3.0isTMFApprovedJuly2002:AddendumtocoreeTOMreleasedtoMembersCurrent:developmentofdetailedprocessdecompositionsandflowsinselectedapplicationareasTMN分层与TOM的水平对应关系TOMprocessesarecapturedin“FAB”areaofeTOMOperationseTOMmapstheNGOSSBusinessView运营区OperationsFulfillmentAssuranceBillingOperationsSupport&ReadinessCustomerRelationshipManagementServiceManagement&OperationsResourceManagement&OperationsSupplier/PartnerRelationshipManagement(Application,ComputingandNetwork)“FAB”为该区域核心运营支撑和就绪准备从FAB中分离出来OperationsFulfillmentAssuranceBillingOperationsSupport&ReadinessCustomerRelationshipManagementServiceManagement&OperationsResourceManagement&OperationsSupplier/PartnerRelationshipManagement细分的运营区域ServiceConfiguration&ActivationServiceProblemManagementServiceQualityAnalysis,Action&ReportingService&SpecificInstanceRatingSM&OSupport&ProcessManagementServiceManagement&OperationsReadinessSupplier/PartnerInterfaceManagementS/PBuyingS/PPurchaseOrderManagementS/PProblemReporting&ManagementS/PPerformanceManagementS/PSettlements&BillingManagementS/PRMOperationsSupport&ProcessManagementS/PRelationshipManagementOperationsReadinessResourceProvisioning&AllocationtoServiceInstanceResourceProblemManagementRM&OSupport&ProcessManagementResourceManagement&OperationsReadinessRetention&LoyaltyCustomerInterfaceManagementBilling&CollectionsManagementCustomerQoS/SLAManagementProblemHandlingSellingOrderHandlingMarketingFulfillmentResponseCRMOperationsSupport&ProcessManagementCRMOperationsReadinessSales&ChannelManagementResourceDataCollection,Analysis&ControlResourceQualityAnalysis,Action&Reporting战略、基础设施和产品区域“SIP”包含支撑运营的战略和生命周期管理流程Strategy&CommitInfrastructureLifecycleManagementProductLifecycleManagementStrategy,Infrastructure&ProductProductLifecycleManagementInfrastructureLifecycleManagementStrategy&CommitMarketing&OfferManagementServiceDevelopment&ManagementResourceDevelopment&ManagementSupplyChainDevelopment&Management(Application,ComputingandNetwork)ServiceDevelopment&ManagementResourceDevelopment&ManagementSupplyChainDevelopment&ManagementMarketing&OfferManagementInfrastructureLifecycleManagementProductLifecycleManagementStrategy&CommitStrategy,Infrastructure&Product细分的SIP区域SupplyChainStrategy&PolicySupplyChainPlanning&CommitmentSupplyChainDevelopment&ChangeManagementSupplyChainPerformanceAssessmentSupplyChainCapabilityAvailabilityServicePlanning&CommitmentServicePerformanceAssessmentServiceStrategy&PolicyService&OperationsCapabilityDeliveryServiceDevelopment&RetirementResource&OperationsCapabilityDeliveryResourcePerformanceAssessmentResource&TechnologyStrategy&PolicyResource&TechnologyPlan&CommitmentResourceDevelopmentProductDevelopment&RetirementProduct&OfferPortfolioCapabilityDeliveryProduct&OfferPortfolioStrategy,Policy&PlanningMarketingCapabilityDeliveryProduct&OfferBusinessPlanning&CommitmentProduct,Marketing&CustomerPerformanceAssessmentCRMCapabilityDeliveryMarketStrategy&PolicySales&ChannelDevelopmentMarketingCommunications&Promotion企业管理层次图EnterpriseManagementDisasterRecovery,Security&FraudManagementHumanResourcesManagementFinancial&AssetManagementStakeholder&ExternalRelationsManagementEnterpriseQualityManagement,Process&ITPlanning&ArchitectureStrategic&EnterprisePlanningResearch&Development,TechnologyAcquisitionBrandManagement,MarketResearch&AdvertisingGroupEnterpriseManagementBusinessDevelopmentEnterpriseArchitecturePlanningStrategic&BusinessPlanningFinancialManagementProcurementManagementRealEstateManagementBrandManagementAdvertisingMarketResearch&AnalysisWorkforceStrategyEmployee&LaborRelationsManagementWorkforceDevelopmentHRPolicies&PracticesPR&CommunityRelationsManagementShareholderRelationsManagementRegulatoryManagementLegalManagementResearch&DevelopmentTechnologyAcquisitionProcessArchitectureManagement&SupportInformationSystemsStrategy&PlanningKnowledgeManagementEnterpriseQualityManagementSecurityManagementFraudManagementDisasterRecovery&ContingencyPlanningeTOM-流程层次图

Level1VerticalGrouping

Level1HorizontalGroupingOperationsCustomerFulfillmentAssuranceBillingOperationsSupport&ReadinessRetentionandLoyaltyCustomerInterfaceManagementSupplier/PartnerInterfaceManagementCustomerRelationshipManagementServiceManagement&OperationsResourceManagement&OperationsSupplier/PartnerRelationshipManagementBilling&CollectionsManagementCustomerQoS/SLAManagementProblemHandlingSellingOrderHandlingMarketingFulfillmentResponseServiceConfiguration&ActivationServiceProblemManagementServiceQualityAnalysis,Action&ReportingService&SpecificInstanceRatingResourceProvisioning&AllocationtoServiceInstanceResourceProblemManagementResourceRestorationResourceDataCollection,Analysis&ControlS/PBuyingS/PPurchaseOrderManagementS/PProblemReporting&ManagementS/PPerformanceManagementS/PSettlements&BillingManagementCRMOperationsSupport&ProcessManagementCRMOperationsReadinessSM&OSupport&ProcessManagementServiceManagement&OperationsReadinessRM&OSupport&ProcessManagementS/PRMOperationsSupport&ProcessManagementS/PRelationshipManagementOperationsReadinessEnterpriseManagementServiceDevelopment&ManagementResourceDevelopment&ManagementSupplyChainDevelopment&ManagementMarketingandOfferManagementServicePlanning&CommitmentResource&OperationsCapabilityDeliverySupplyChainStrategy&PolicySupplyChainPlanning&CommitmentProductDevelopment&RetirementSupplyChainDevelopment&ChangeManagementInfrastructureLifecycleMgmtProductLifecycleMgmtStrategy&CommitStrategy,InfrastructureandProductProduct&OfferPortfolioCapabilityDeliveryProduct&OfferPortfolioStrategy,Policy&PlanningMarketingCapabilityDeliveryProduct&OfferBusinessPlanning&CommitmentProduct,Marketing&CustomerPerformanceAssessmentServicePerformanceAssessmentResourcePerformanceAssessmentSupplyChainPerformanceAssessmentSupplyChainCapabilityAvailabilityResource&TechnologyStrategy&PolicyServiceStrategy&PolicyResource&TechnologyPlan&CommitmentService&OperationsCapabilityDeliveryServiceDevelopment&RetirementResourceDevelopmentCRMCapabilityDeliveryMarketingStrategy&PolicySales&ChannelDevelopmentMarketingCommunications&PromotionEnterpriseQualityMgmt,Process&ITPlanning&Arch.ProcessArch.Management&SupportInfoSystemsStrategy&PlanningKnowledgeManagementStakeholder&ExternalRelationsManagementPR&Comm.RelationsManagementRegulatoryManagementShareholderRelationsManagementLegalManagementHumanResourcesManagementEmp