NGOSSETOM中文介紹

1、 電信管理論壇-NGOSS和eTOM的推動者內(nèi)容小結(jié)傳統(tǒng)運營支撐系統(tǒng)面臨的挑戰(zhàn)電信運營的新特征增強的電信運營視圖（eTOM ）新一代運營支撐系統(tǒng)（NGOSS ）簡介中國電信集團上海研發(fā)中心第3頁共32頁運營運營服務(wù)實現(xiàn)服務(wù)保障服務(wù)計費運營支持&準備客戶關(guān)系管理服務(wù)管理 &運營資源管理 &運營(應(yīng)用、設(shè)備和網(wǎng)絡(luò))供應(yīng)商 /合作伙伴關(guān)系管理企業(yè)企業(yè)管理管理戰(zhàn)略 &企業(yè)規(guī)劃財務(wù) & 資產(chǎn)管理容災(zāi)恢復(fù)、安全&欺詐管理企業(yè)質(zhì)量管理、流程、 IT規(guī)劃 &架構(gòu)品牌管理、市場調(diào)查 &廣告股東 &外部關(guān)系管理調(diào)研開發(fā)、技術(shù)引進人力資源管理戰(zhàn)略、基礎(chǔ)設(shè)施戰(zhàn)略、基礎(chǔ)設(shè)施&產(chǎn)品產(chǎn)品產(chǎn)品生命周期管理基礎(chǔ)設(shè)施生命周期管理

2、戰(zhàn)略 &決策營銷 &定價管理服務(wù)開發(fā) &管理資源開發(fā) &管理(應(yīng)用、設(shè)備和網(wǎng)絡(luò))供應(yīng)鏈開發(fā)&管理客戶客戶運營運營服務(wù)實現(xiàn)服務(wù)保障服務(wù)計費運營支持&準備客戶關(guān)系管理服務(wù)管理 &運營資源管理 &運營(應(yīng)用、設(shè)備和網(wǎng)絡(luò))供應(yīng)商 /合作伙伴關(guān)系管理企業(yè)企業(yè)管理管理戰(zhàn)略 &企業(yè)規(guī)劃財務(wù) & 資產(chǎn)管理容災(zāi)恢復(fù)、安全&欺詐管理企業(yè)質(zhì)量管理、流程、 IT規(guī)劃 &架構(gòu)品牌管理、市場調(diào)查 &廣告股東 &外部關(guān)系管理調(diào)研開發(fā)、技術(shù)引進人力資源管理戰(zhàn)略、基礎(chǔ)設(shè)施戰(zhàn)略、基礎(chǔ)設(shè)施&產(chǎn)品產(chǎn)品產(chǎn)品生命周期管理基礎(chǔ)設(shè)施生命周期管理戰(zhàn)略 &決策營銷 &定價管理服務(wù)開發(fā) &管理資源開發(fā) &管理(應(yīng)用、設(shè)備和網(wǎng)絡(luò))供應(yīng)鏈開發(fā)&管理客

3、戶客戶客戶客戶由以業(yè)務(wù)為中心，演變?yōu)橐钥蛻魹橹行钠髽I(yè)內(nèi)部流程集成性增強；流程的實時性、自動化要求；業(yè)務(wù)策略成為競爭的關(guān)鍵要素，業(yè)務(wù)創(chuàng)新、產(chǎn)品營銷的支撐要求增強；運營策略、管理流程調(diào)整周期縮小，企業(yè)的動態(tài)性增強。壟斷經(jīng)營壟斷經(jīng)營 _ 開放市場開放市場電路交換電路交換_IP網(wǎng)絡(luò)網(wǎng)絡(luò)固定固定 _ 移動移動語音語音 _ 數(shù)據(jù)數(shù)據(jù)YesterdayTodayTomorrowTomorrowPersonal information servicesEntertainment servicesBusiness to business servicesMultimedia TeleconferencingBa

4、sic and Enhanced VoiceMultimedia Content DeliveryVideo Streaming ServicesSpecialized Information ServiceseCommerce ApplicationsLocation based servicesWeb-Based Service OrdersData Backup/Recovery ServicesVoice Over IP ServicesText to voice servicesMultimedia Bridging ServicesEnhanced voicemail servic

5、esVoicemail servicesBasic Voice ServicesBasic Voice ServicesAudio TeleconferencingPre-pay servicesNetwork ACD ServicesEnhanced voicemail servicesVoicemail servicesSMS Text MessagingWeb/Internet AccessBasic EMail業(yè)務(wù)開發(fā)速度要求日益提高實時的業(yè)務(wù)部署要求跨越多種技術(shù)和平臺的QoS要求主動的、實時的、基于內(nèi)容的、基于位置的多種計費策略的要求 客戶自助服務(wù)的能力要求 市場對速度的要求，超越了

6、現(xiàn)有管理能力的極限。開發(fā)時間過長，費用太昂貴、風(fēng)險太大由超過400家的電信運營商、設(shè)備(軟件）提供商和系統(tǒng)提供商組成。專著于運營管理和業(yè)務(wù)流程自動化工作。v通過在全球電信行業(yè)內(nèi)推動技術(shù)和解決方案，TMF提供大量的行業(yè)知識；推動企業(yè)間達成一致的協(xié)議；提供試驗和合作開發(fā)的機會在以下領(lǐng)域提供戰(zhàn)略指導(dǎo)：v新一代 OSS (NGOSS)v業(yè)務(wù)流程建模和自動化v管理NGN網(wǎng)絡(luò)的相關(guān)技術(shù)v業(yè)務(wù)管理v基于Web的客戶關(guān)懷 (e-Care) 與客戶關(guān)系管理 (CRM)v系統(tǒng)集成New Generation Operations Systems and Software業(yè)界公認的, 新一代 OSS/BSS的業(yè)務(wù)框

7、架包括向運營商、設(shè)備供應(yīng)商和系統(tǒng)集成商提供的工具和指導(dǎo)v運營流程, 系統(tǒng)與軟件集成圖v開發(fā)架構(gòu)v文檔、模型和參考代碼目標 = 快速開發(fā)靈活的、低成本的滿足互聯(lián)網(wǎng)經(jīng)濟業(yè)務(wù)要求的支撐系統(tǒng)。商用組件COTS ITU-T的TMN業(yè)務(wù)流程企業(yè)管理 業(yè)務(wù)流程和信息模型的定義 定義系統(tǒng)框架（將在其上建立具體系統(tǒng)） 通過一系列的合作開發(fā)的催化項目提供可行的實現(xiàn)方案和多廠商的功能展示。 創(chuàng)建基于知識庫的文檔、模型和代碼庫，以支持開發(fā)商、集成商和用戶的工作。 ）系統(tǒng)化的NGOSS構(gòu)建的原則和流程。 ）對一個系統(tǒng)特定的關(guān)注點 (IEEE Std 1471-2000) ） 支撐性的完整的結(jié)構(gòu) ）進行設(shè)計和構(gòu)造的風(fēng)格與

8、方法。系統(tǒng)觀點系統(tǒng)觀點實現(xiàn)觀點實現(xiàn)觀點NeedModelValidateRun業(yè)務(wù)觀點業(yè)務(wù)觀點CustomerOSSThu Apr 05 12:47:19 2001Ordering 3 Use CaseUse Case DiagramGateway ServicesGatewayInterfaceProvider ServicesCustomerManagementInterfaceCustomer Management ServicesProduct Management ServicesProductRequestCustomerContactCustomerInvoiceInquiryC

9、reditViolationProductCatalogProductServiceCustomerOrderManagerProductFulfillmentManagerOrdering 3Process*CustomerRelationshipManagementResourceInfrastureDevt andMngmntSupplier/PartnerServiceDevelopmentand OpnsManagementInformationCustomerAssess ServiceAvailabilityProvide ServiceAvailability DateDete

10、rmineResourceAvailabilityProvide AvailabilityDateQualifyCustomerIdentify SolutionAlternativesUpdate CustomerContact RecordSolutionAlternativesAvailableNo ActionRequiredPre-OrderFeasibilityRequest MadeReceive Pre-OrderFeasibility RequestContract InterfaceService Implementation運行觀點運行觀點Methodology syst

11、em of principles and procedures applied to a disciplineViewpoint focus on particular concerns within a system (IEEE Std 1471-2000) NGOSS的方法學(xué)從業(yè)務(wù)、系統(tǒng)、實現(xiàn)和運行等四個方面對NGOSS知識體系進行劃分，形成相應(yīng)的業(yè)務(wù)視圖、系統(tǒng)視圖、實現(xiàn)視圖、運行視圖。業(yè)務(wù)視圖：描述電信運營的業(yè)務(wù)需求，用流程管理的觀點看待電信運營，核心文件是eTOM(增強的電信運營圖）系統(tǒng)視圖：描述與技術(shù)無關(guān)的結(jié)構(gòu)和模式，主要是系統(tǒng)結(jié)構(gòu)、共享信息和數(shù)據(jù)模型（TNA/SIM/SID)理想的

12、（電信）企業(yè)組織圖基于模型的業(yè)務(wù)流視圖 從外部所見的業(yè)務(wù)活動支持的功能 給出了三大流程區(qū)域：1）戰(zhàn)略、基礎(chǔ)設(shè)施和產(chǎn)品2）運營 3）企業(yè)管理三大流程區(qū)域進一步分解為23個一級流程群組和82個二級群組及若干三、四級流程。eTOM enhanced Telecom Operations MapOperationsFulfillmentAssuranceBillingOperationsSupport &ReadinessCustomer Relationship ManagementService Management & OperationsResource Management & Operat

13、ionsSupplier/Partner Relationship Management(Application, Computing and Network)Enterprise ManagementStrategic &EnterprisePlanningFinancial & AssetManagementEnterprise QualityManagement, Process & ITPlanning & ArchitectureStakeholder & ExternalRelations ManagementBrand Management,Market Research &Ad

14、vertisingHuman ResourcesManagementDisaster Recovery,Security & FraudManagementResearch &Development,TechnologyAcquisitionStrategy, Infrastructure & ProductProductLifecycleManagementInfrastructureLifecycleManagementStrategy &CommitMarketing & Offer ManagementService Development & ManagementResource D

15、evelopment & ManagementSupply Chain Development & Management(Application, Computing and Network)Customerv1995 1998: development of TOM (Telecom Operations Map)v1999: stabilization of TOMv2000 2001: evolution of TOM towards eTOMvMay 2001: eTOM v1.0 for TMF Members EvaluationvOct 2001: eTOM v2.0 for T

16、MF Members EvaluationvJan 2002: eTOM v2.5 for Public EvaluationvMay 2002: eTOM v3.0 is TMF ApprovedvJuly 2002: Addendum to core eTOM released to MembersvCurrent: development of detailed process decompositions and flows in selected application areasElement ManagementNetwork ManagementBusinessManageme

17、ntServiceManagementOperationsFulfillmentAssuranceBillingOperationsSupport &ReadinessCustomer Relationship ManagementService Management & OperationsResource Management & OperationsSupplier/Partner Relationship Management(Application, Computing and Network)Enterprise ManagementStrategic &EnterprisePla

18、nningFinancial & AssetManagementEnterprise QualityManagement, Process & ITPlanning & ArchitectureStakeholder & ExternalRelations ManagementBrand Management,Market Research &AdvertisingHuman ResourcesManagementDisaster Recovery,Security & FraudManagementResearch &Development,TechnologyAcquisitionStra

19、tegy, Infrastructure & ProductProductLifecycleManagementInfrastructureLifecycleManagementStrategy &CommitMarketing & Offer ManagementService Development & ManagementResource Development & ManagementSupply Chain Development & Management(Application, Computing and Network)CustomerTMN分層與分層與 TOM 的水的水平對應(yīng)

20、關(guān)系平對應(yīng)關(guān)系TOM processes are captured in “FAB” area of eTOM OperationseTOM maps the NGOSS Business ViewNetwork and Systems Management ProcessesService Development and Operations ProcessesCustomer Care ProcessesCustomerNetwork Element Management ProcessesInformation Systems Management ProcessesNetworkPla

21、nning andDevelopmentNetworkProvisioningNetworkMaintenance &RestorationNetwork DataManagementNetworkInventoryManagementServicePlanning andDevelopmentServiceProblemManagementServiceQualityManagementRating andDiscountingServiceConfigurationCustomer Interface Management ProcessesSalesOrderHandlingInvoic

22、ingandCollectionsProblemHandlingCustomerQoSManagementPhysical Resource and Information TechnologyOperationsFulfillmentAssuranceBillingOperationsSupport &ReadinessCustomer Relationship ManagementService Management & OperationsResource Management & OperationsSupplier/Partner Relationship Management(Ap

23、plication, Computing and Network)“FAB” 為該區(qū)域核心為該區(qū)域核心 運營支撐和就緒準備從運營支撐和就緒準備從FAB中分離出中分離出來來OperationsFulfillmentAssuranceBillingOperations Support & ReadinessCustomer Relationship ManagementService Management & OperationsResource Management & OperationsSupplier/Partner Relationship ManagementServiceConfig

24、uration & ActivationServiceProblemManagementService QualityAnalysis, Action & ReportingService & Specific Instance RatingSM&O Support & Process ManagementServiceManagement & Operations ReadinessSupplier/Partner Interface ManagementS/P BuyingS/P Purchase Order ManagementS/P Problem Reporting &Managem

25、entS/P PerformanceManagementS/P Settlements & BillingManagementS/PRM OperationsSupport & Process ManagementS/P Relationship ManagementOperationsReadinessResource Provisioning & Allocation to Service InstanceResourceProblemManagementRM&O Support & ProcessManagementResourceManagement & Operations Read

26、inessRetention & LoyaltyCustomer Interface ManagementBilling & CollectionsManagementCustomerQoS / SLA ManagementProblemHandlingSellingOrder HandlingMarketingFulfillmentResponseCRM Operations Support & Process ManagementCRM Operations ReadinessSales & Channel ManagementResource Data Collection, Analy

27、sis & ControlResource QualityAnalysis, Action & Reporting“SIP” 包含支撐運營的戰(zhàn)略和包含支撐運營的戰(zhàn)略和生命周期管理流程生命周期管理流程vStrategy & CommitvInfrastructure Lifecycle ManagementvProduct Lifecycle ManagementStrategy, Infrastructure & ProductProductLifecycleManagementInfrastructureLifecycleManagementStrategy &CommitMarketing

28、 & Offer ManagementService Development & ManagementResource Development & ManagementSupply Chain Development & Management(Application, Computing and Network)Service Development & ManagementResource Development & ManagementSupply Chain Development & ManagementMarketing & Offer ManagementInfrastructur

29、e Lifecycle ManagementProduct Lifecycle ManagementStrategy & CommitStrategy, Infrastructure & ProductSupply Chain Strategy & PolicySupply Chain Planning & CommitmentSupply Chain Development & Change ManagementSupply Chain Performance AssessmentSupply Chain CapabilityAvailabilityService Planning & Co

30、mmitmentService PerformanceAssessmentService Strategy & PolicyService &OperationsCapabilityDeliveryService Development & RetirementResource &Operations CapabilityDeliveryResource PerformanceAssessmentResource & TechnologyStrategy & PolicyResource & TechnologyPlan & CommitmentResource Development Pro

31、duct Development & RetirementProduct & Offer Portfolio Capability DeliveryProduct & Offer Portfolio Strategy,Policy & PlanningMarketingCapability Delivery Product & Offer Business Planning & CommitmentProduct, Marketing & CustomerPerformanceAssessmentCRMCapabilityDeliveryMarketStrategy & Policy Sale

32、s & ChannelDevelopment Marketing Communications& Promotion EnterpriseManagementDisasterRecovery,Security &FraudManagementHumanResourcesManagementFinancial &AssetManagementStakeholder &ExternalRelationsManagementEnterpriseQualityManagement,Process & ITPlanning &ArchitectureStrategic &EnterprisePlanni

33、ngResearch &Development,TechnologyAcquisitionBrandManagement,MarketResearch &AdvertisingGroup EnterpriseManagementBusinessDevelopmentEnterpriseArchitecturePlanningStrategic &Business PlanningFinancialManagementProcurementManagementReal EstateManagementBrandManagementAdvertisingMarket Research& Analy

34、sisWorkforce StrategyEmployee & LaborRelationsManagementWorkforceDevelopmentHR Policies &PracticesPR & CommunityRelationsManagementShareholderRelationsManagementRegulatoryManagementLegal ManagementResearch &DevelopmentTechnologyAcquisitionProcessArchitectureManagement &SupportInformationSystems Stra

35、tegy& PlanningKnowledgeManagementEnterprise QualityManagementSecurityManagementFraudManagementDisasterRecovery &ContingencyPlanning Level 1 Vertical Grouping Level 1 Horizontal GroupingOperationsCustomerFulfillmentAssuranceBillingOperations Support & ReadinessRetention and LoyaltyCustomer Interface

36、ManagementSupplier/Partner Interface ManagementCustomer Relationship ManagementService Management & OperationsResource Management & OperationsSupplier/Partner Relationship ManagementBilling & CollectionsManagementCustomerQoS / SLA ManagementProblemHandlingSellingOrder HandlingMarketingFulfillmentRes

37、ponseServiceConfiguration & ActivationServiceProblemManagementService QualityAnalysis, Action & ReportingService & Specific Instance RatingResource Provisioning & Allocation to Service InstanceResourceProblemManagementResourceRestorationResource Data Collection, Analysis & ControlS/P BuyingS/P Purch

38、ase Order ManagementS/P Problem Reporting &ManagementS/P PerformanceManagementS/P Settlements & BillingManagementCRM Operations Support & Process ManagementCRM Operations ReadinessSM&O Support & Process ManagementServiceManagement & Operations ReadinessRM&O Support & ProcessManagementS/PRM Operation

39、sSupport & Process ManagementS/P Relationship ManagementOperationsReadinessEnterprise ManagementService Development & ManagementResource Development & ManagementSupply Chain Development & ManagementMarketing and Offer ManagementService Planning & CommitmentResource &Operations CapabilityDeliverySupp

40、ly Chain Strategy & PolicySupply Chain Planning & CommitmentProduct Development & RetirementSupply Chain Development & Change ManagementInfrastructure Lifecycle MgmtProduct Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and ProductProduct & Offer Portfolio Capability DeliveryProduct & Offer

41、 Portfolio Strategy,Policy & PlanningMarketingCapability Delivery Product & Offer Business Planning & CommitmentProduct, Marketing & CustomerPerformanceAssessmentService PerformanceAssessmentResource PerformanceAssessmentSupply Chain Performance AssessmentSupply Chain CapabilityAvailabilityResource

42、& TechnologyStrategy & PolicyService Strategy & PolicyResource & TechnologyPlan & CommitmentService &OperationsCapabilityDeliveryService Development & RetirementResource Development CRMCapabilityDeliveryMarketingStrategy & Policy Sales & ChannelDevelopment Marketing Communications& Promotion Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.