TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS

Transcription

1 Mestrado em Engenharia de Redes de Comunicações TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS Sistemas de Suporte às Operações 1 - Operations Support Systems 1 1

2 Outline TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 2

3 Operations Support Systems! OSSs began as machines to help people perform standard, telephone company operations jobs! Early network management and activation systems were generally equipment-specific and vendor-specific! Current shift is to making OSS applications Internet and ebusiness-capable TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 3

4 OSS Functionality! OSS functionality covers essentially: From Business perspective! Customer Relationship Management! Billing! Order Entry From Operations perspective! Order Management (Products & Services)! Provisioning and Activation! Mediation (Charging Functions)! Network and Trouble Management TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 4

5 OSS Functionality TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 5

6 OSS Functionality! At the BSS (business) layer Customer interfacing! A self service (web) Portal, where the subscriber is able to manage his subscription and activate new services and deactivate unwanted ones! Customer Relationship Management (CRM) system Operations interfacing! Order Entry & Management (Products oriented)! Subscriber Management! Pricing and Rating information! Charging & Billing system TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 6

7 OSS Functionality! At the OSS (operations) layer Applications! Resource Inventory Management! Service Creation Environment (Modelling, Bundling, Deploying) Middleware! Topology! Customer/Subscriber information discovery! Service Activation! Inventory! Order Management (Services Oriented)! Mediation TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 7

8 OSS Functionality OSS Applications Components - Example TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 8

9 OSS Functionality Service Creation Environment - Example TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 9

10 Order Management TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 10

11 Order Management! Order Entry Process includes typically:! capturing and validating the order and related customer information;! determining the availability of the requested product or service;! reserving components of the service, such as a port on a switch or a block of IP addresses;! scheduling installation times and dates;! Order sources:! Sales (Direct and Wholesale)! CRM! Portal (Self-Service) TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 11

12 Order Management! Service Validation:! In an integrated environment, once a customer's location is determined, the Order Entry/CRM/SFA system must communicate with other systems that handle network Inventory and Configuration to determine what services the location can support! Product Catalog! stores the rules that determine what services are available and provides pricing information based on discounts for certain product bundles! Inventory! stores data about available network facilities TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 12

13 Order Types TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 13

14 OSS Orders Workflow TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 14

15 OSS Orders Workflow! Order Decomposition:! order is broken down into a series of suborders to handle the various components of the order! Workflow Management:! the process by which suborders tasks are tracked and managed! has jeopardy management routines, so that business rules can be defined to re-route orders, reassign priorities and reassign work tasks automatically! ability to report on order completion times and jeopardy situations (Business Intelligence engine can use this data, for metrics in real-time) TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 15

16 OSS Orders Workflow! Design and Assign:! OM process is closely associated with Network Inventory management and service Provisioning! As tasks are completed and orders are filled, Network Inventory elements must be updated to reflect changes in the network's configuration! Network Inventory:! divided in Physical and Logical Physical Inventory: actual equipment and hardware, IP addresses, telephone numbers, Web space, server memory, disk space... Logical Inventory: things that do not physically exist but can be defined, configured and inventoried, such as circuits or virtual network paths TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 16

17 OSS Functionality - Inventory Inventory Management! Customer-Centric View into Products and Services! any user can get visibility! front-office users, sales, support etc can understand dependencies & availability! back-office users (network operations, planning, trouble management) can relate the network to the services and customers TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 17

18 OSS Functionality - Inventory Inventory Management TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 18

19 OSS Functionality - Inventory Inventory Management TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 19

20 TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 20

21 Referências! Documents:! Shailendra Jain, Mark Hayward, Sharad Kumar, Broadband Infrastructure: The Ultimate Guide to Building and Delivering OSS/ BSS, CHAPTER 2: A Detailed Look at OSS, 2003, Kluwer Academic Publishers! NOKIA, OSS/BSS reference architecture and its implementation scenario for fulfilment, in Thomas Tenevall, OSS/BSS The challenges ahead, 2002, TietoEnator, in in Telemanagement Forum: WWW TÓPICOS AVANÇADOS EM REDES ADVANCED TOPICS IN NETWORKS 21