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Unified OSS

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					                                  JULY 2008


                  S      M    T      W   T    F    S
Unified OSS                   1      2   3    4    5

                  6      7    8      9   10   11   12

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                  20     21   22    23   24   25   26

                  27     28   29    30   31




  How Lean            Vision, vi’zhon, n. Act of
                      seeing; sight; the ability to
Operations and                   see.
 High Growth
have worked for
   Reliance
Agenda

• Reducing ARPU – Experience around the world

• The Unified OSS – Why is the Unified OSS different and how can it help
  conquering low ARPU

• Reliance’s solution – Conquering low ARPU through Economies of
  Scale & Automation

• Summary – Practical NGOSS Telecom Transformation Lessons




Unified OSS
                                                                      2
Elie Chalache – Clarity International
Objective of Presentation (45min + 15 min Q&A)

• This presentation shows how Reliance have been able to build and
  operate a global network, offering mobile and fixed services to a large
       l ti    d low ARPU
  population and l   ARPU.

• An important contribution to Reliance’s achievement is their deployment
         Unified OSS
  of a “Unified OSS” – an OSS solution which provides native support for
  end-to-end processes through pre-integration of functional modules of
  Fulfillment and Assurance at the Network, Service and Customer layers

• While this is immediately relevant to operators in lower APRU regions,
  increasingly, medium or high ARPU countries may feel the bite of
  revenue reductions on their operations and question whether their OSS
  is providing them with the tools to exploit economies of scale.

• Practical Lessons Learnt in this approach will be covered.


 Unified OSS
                                                                            4
 Elie Chalache – Clarity International
       Experience Around the World

       REDUCING ARPU


Unified OSS
                                        5
Elie Chalache – Clarity International
Global ARPU trends

•     ARPU levels vary widely globally –
      overall Telco's have experienced
                                                                  7.00
      reduced ARPUs
                                                                  6.00
•     In 2008 overall mobile ARPU levels




                                                     RPU in $US
      are expected to decline by at least                         5.00

      another 4%                                                  4.00




                                            Monthly AR
•     While voice still makes up the                              3.00
      majority of mobile traffic, mobile                          2.00
      data now contributes around 10% of
                                                                  1.00
      global mobile ARPU
                                                                  0.00
•     Operators still struggle to acquire                                  2007        2008         2009      2010
      satisfactory ARPU from prepaid
      mobiles                                                        Consumer Data    Video/TV     Gaming   Ringtones

•     P     id   bil              t for
      Prepaid mobiles now account f
      more than 60% of the worldwide
                                                                                     Source: Yankee 2008
      mobile subscriber base of 3 billion
      and continue to grow by around
      60% per annum.

 Unified OSS
                                                                                                                        6
 Elie Chalache – Clarity International
 Low ARPU and Rural Population

     “Make the tools of information and communication available to people at an affordable cost. They
          will overcome the handicaps of illiteracy and lack of mobility.” – Reliance Chairman


The Challenge                              The Need
Operate in one of the worlds lowest        Operational efficiency must be
ARPUs at $8 per month; expected            exploited to deliver low revenue
to be lower than 50% that of Europe        services to a huge subscriber base
for the foreseeable future                 High rate of service delivery needed
Covers 3M km2 with 70% population          to capture market share and balance
in rural areas                             the huge investment
Grow rural “tele-density” from 2% in       Support product and service
2005
                                           innovation
Provide affordable mobile services
to a population of over 1 billion
people
Face competition from large and
mature operators as well as new            The Solution
entrants                                   A Unified OSS
Provide engaging services for an           Supporting rapid system
increasingly technology aware              deployment
population                                 Focusing on end-to-end
                                            horizontal
                                           “horizontal” business process


   Unified OSS
                                                                                                        7
   Elie Chalache – Clarity International
       Why is the Unified OSS different and how can it help Conquering
       low ARPU

       THE UNIFIED OSS


Unified OSS
                                                                         8
Elie Chalache – Clarity International
Positioning the Unified OSS

                             SLA Management
                                                                               Network Planning
                      Fault Ticket Management

          Re-active
          Re active Management of                                                         Network Design
          Network Alarms & Faults
                                                                                              Network Installation
     Pro-active Management of
     Network Trends                                                                        Single
                                                                                     Reference database
                                                                                                   Network Optimization
  Maintenance Impacts
  Assessments
                                           Monitor
                                          Assure          Unified OSS            Design
                                                                                 Business KPI
                                                                                                      Network Capacity
                                                                                  Customers
Problem Identification and                                                         Services           Management
                        Multi-vendor, Multi-technology,
Troubleshooting
                         Multi-service Management         BUSINESS                 Access
                                                                                     Core

 Real-time Network and
                                                          CATALYST                T
                                                                                  Transport
                                                                                    Cables
                                                                                            t
                                                                                                        Discovery and Audit
                                                                                  Equipment
 Service Monitoring (Network                                                      Locations
 Performance / Service                                                           Outside Plant
 Quality)

                                                                                                 Network and S i Inventory
                                                                                                 N t   k d Service I  t
     Workforce Management                                                                        Management

                                                                                        Network and Service
                  Self Provisioning                          Deliver                    Configuration and Activation

                            Automated Flow through
                                       Flow-through                                     p
                                                                           Workflow and process control
                            Provisioning                    Delivery SLA
                                                             monitoring

  Unified OSS
                                                                                                                              9
  Elie Chalache – Clarity International
    Industry Trends and the Unified OSS

                                               •   Pre-integrated OSS Trend:
                                                     •   As introduced in Frost and Sullivan, Next
                                                                                        Service
                                                         Generation OSS Roadmap for Ser ice
                                                         Providers, 2005
                                                     •   Reduce risk, deployment and maintenance
                                                         costs and time-scales....
                                                     •   ….by providing pre-integrated OSS
                                                         components



•     Part of the OBCE Model:
         •    One OSS, One BSS, One CRM, One ERP
         •    Allows operators to focus on the “horizontal”
              business process solutions to business
              challenges
         •                     bogged down”
              And not getting “bogged down in integration
              and data synchronisation                               The Unified OSS
     Unified OSS
                                                                                                     10
     Elie Chalache – Clarity International
The Trend into 2010 – the Analyst view




    Fragmented
   “Fragmented or piecemeal OSS           Power
                                         “Power will shift from telcos to
   solutions will fail to deliver the    consumers in the next five to 10
   promise of seamless automation,       years, so telcos must devise more
   which is key component of this        horizontally integrated business
       i        t We b li
   environment. W believe that  th t         d l to          d Telco X X f
                                         models t succeed. T l X.X refers
   unified OSS solutions will be the     to a spectrum of business models
   only way carriers can streamline      that are increasingly horizontally
                          y
   their service delivery and service        g                              ,
                                         integrated. Under this definition, a
   management Environment”               traditional telco vertically-integrated
                                         model is referred to as Telco 1.0”


   Yankee 2008                           Gartner 2007

 Unified OSS
                                                                                   11
 Elie Chalache – Clarity International
How Unified OSS can Help

• Market Profile:
       • Low or Reducing ARPU
       • High potential subscriber base
       • Intense competition
• Need:
       • Operational efficiency to make low ARPU pay
       • Scalability to take on huge subscriber base
       • Rapid deployment to capture market share

 Operators in emerging economies require an OSS delivering
 NGOSS benefits without the cost of “best of breed”

 Operators in developed economies will require an OSS delivering
 NGOSS benefits so they can face increasing ARPU p
                       y                  g        pressure


 Unified OSS
                                                                   12
 Elie Chalache – Clarity International
Unified OSS Maps Easier to Market Dynamics

                                                  Top-priority drivers at start-up
                                                  Top-priority drivers at start-up


                    Market Dynamics                                    Drivers into the OSS
                                                                   •    Fast Introduction into Service
        Huge Potential
       Subscriber Base                                             •    Operational Efficiency
                                            Largely Rural
                                             Population            •    Reducing Time-to-Market for New
                                                                        Services
          Very Low ARPU                                            •    Focusing on the Customer
                                              Increasingly              Experience
                                         Discerning Subscribers    •    Convergent Network
    Intense Competition                                                 Management
    From Incumbent and                                             •    Scalability
    Regional Operators                      Pressure to
                                            Create RoI             •    User Empowerment
                                                                   •    Partnership with OSS Vendor


 Unified OSS
                                                                                                         13
 Elie Chalache – Clarity International
Longer Term Market Dynamics

                                                   Longer Term Drivers
                                                  Top-priority drivers at start-up


                    Market Dynamics                                   Drivers into the OSS
                                                                  •    Fast Introduction into Service
        Huge Potential
       Subscriber Base                                            •    Operational Efficiency
                                            Largely Rural
                                             Population           •    Reducing Time-to-Market for New
                                                                       Services
          Very Low ARPU                                           •    Focusing on the Customer
                                              Increasingly             Experience
                                         Discerning Subscribers   •    Convergent Network
    Intense Competition                                                Management
    From Incumbent and                                            •    Scalability
    Regional Operators                      Pressure to
                                            Create RoI            •    User Empowerment
                                                                  •    Partnership with OSS Vendor


 Unified OSS
                                                                                                        14
 Elie Chalache – Clarity International
The Unified OSS Differentials


• Faster Introduction of Services


• Operational Efficiencies


• Reduced Time To Market


• Customer Experience Management


• Convergent Network Management


    g g                      y
• Ongoing Business Scalability


 Unified OSS
                                         15
 Elie Chalache – Clarity International
       Conquering low ARPU through Economies of Scale & Automation

       RELIANCE S
       RELIANCE’S SOLUTION


Unified OSS
                                                                     16
Elie Chalache – Clarity International
Overview

• India’s specific dynamics of US$8 ARPU, largely rural population,
  180% annual growth and significant competition have created “lean
  telco drivers” in Reliance
  t l di       ” i R li
• Operators under profit pressure will need to emulate Reliance to
  survive as saturation and substitute services begin to bite
• Reliance have successfully built a major national network to
  provide affordable telecommunications services to a population of
  over 1 billion, of which over 70% live in rural areas
                ,
• Unified OSS has been a key enabler in making this business
  profitable, while driving efficiencies to give Reliance one of the
  highest subscriber to staff ratios in the industry
• Reliance’s approach to OSS is of direct relevance to operators in
  emerging economies


Unified OSS
                                                                       17
Elie Chalache – Clarity International
Robust Infrastructure to Support Customers

                                            Network Operations and Data Centers
                                             •   Largest and most advanced NOC in the world
                                             •   300,000 sq ft of data centre space – 4x the nearest competitor World
                                                 class Level 3 Data Centers at Mumbai & Bangalore measuring 2.6L Sq.
                                                 ft.
                                             •           9000                      1400
                                                 Hosting 9000+ Server Racks and 1400+ TB of storage capacity
                                             •   Expansion at Delhi, Chennai, Hyderabad &Kolkata resulting in an
                                                 additional capacity of over 800,000 - Sq. ft.



                                            Telecom Infrastructure
                                        •    14,000 towers    23,000 towers by March 2009 in 23 circles with capacity of
                                               co tenants
                                             4 co-tenants
                                        •    Broadband access in 42 Indian cities with 727,000+ buildings connected
                                             directly to network serving over 901,000 access lines
                                        •    Deploying Broadband and WiMax network in top 10 cities in the country to
                                                             SMEs.
                                             cover 4 million SMEs
                                        •    World’s largest IP enabled optic fiber cable network - 230,000 kms

Unified OSS
                                                                                                                        18
Elie Chalache – Clarity International
Who do Reliance Serve?

• Over 46.5 million consumers in India
                              g
• Over 1.4 million individual global consumers
• Over 200 major global carriers
• Over 250 Multinationals
• Over 800 out of Top 1,000 Indian large enterprises
• Over 10,000 Indian Small & Medium Enterprises (SMEs)
  Over 300 000 wireless d t customers (D t
• O    300,000 i l      data   t              d)
                                      (Datacard)




     Unparalleled customer franchise in India and globally
Unified OSS
                                                             19
Elie Chalache – Clarity International
How Unified OSS Has Helped Reliance

•    Pre-integrated:                                                   ¥ € Rp £ $ ₧
        •    Reduces delivery time-scales and risk                     Transforming the
                                                                         b i
                                                                         business ffor
•    “Out of the box” functionality:
                                                                          efficiency
        •    Provides “best practice” processes,
             functions and modeling
•    Single workflow engine:
        •    Implements efficient end-to-end             Allows Reliance to focus
             processes                                    on the real challenges

•    Single information model:
        •    Reduces data synchronisation costs and
             improves data accuracy                                     Using technology
                                                                       to deliver services
•    Modular:                                                            the customers
        •    Grows with the operator, addressing                              want
                                                             CD                                   GS
             specific “pain-points” along the way            MA
                                                                             IP          ADSL
                                                                                                  M


                                                      PSTN                  Netwo
                                                                       UM                       WLAN
                                                                            rk      2G                       3G/3G
                                                              Radio    TS                       Acces
                                                              Access                              s          LTE




    Unified OSS
                                                                                                        20
    Elie Chalache – Clarity International
     Faster Introduction into Service

•       Initial OSS design based on 17 Best of Breed components - Innovative re-design led to
        introduction of a Unified OSS, 1 COTS product
•                                              pre-existing
        Business Process Definition exploited “pre existing” functionality provided in the OSS
        where possible
                                                                                                                         CRM                                  Billing
•       Reliance deployed a Unified OSS in 9 Months:
                                                                                                                 Customer Handling Processes

              •                 $200m in system integration cost
                          Saved $                                                        Business        Provisioning          Surveillance / Assurance       Billing
                                                                                        Development

              •           Avoiding a 2 year delay in launching service       CUSTOMER
                                                                             LAYER
                                                                                           Sales
                                                                                                            Order
                                                                                                           Handling
                                                                                                                           Problem
                                                                                                                           Handling
                                                                                                                                             Customer
                                                                                                                                               QoS          Invoicing
                                                                                                                                            Management

              •           Gaining early market share                                      Service                            Service          Service
                                                                             SERVICE                       Service                                         Rating and
                                                                             LAYER       Planning /                         Problem           Quality
                                                                                                         Configuration                                     Discounting
                                                                                        D   l
                                                                                        Development t                      R
                                                                                                                           Resolution
                                                                                                                                l ti        M
                                                                                                                                            Managementt
    Early Growth Milestones                                                               Network                           Network          Network
                                                                             NETWORK                                                                        Network
                                                                                                           Network
    July 03, 1M subscribers in 10 days                                       LAYER       Planning /
                                                                                                         Provisioning
                                                                                                                           Inventory
                                                                                                                          Management
                                                                                                                                           Maintenance
                                                                                                                                           & Restoration
                                                                                                                                                              Data
                                                                                        Development                                                        Management
    October 03, India’s largest mobile operator in 7 months of launch
                                                                                                   Connection Technology / Interface to Domain / Element Managers

                              Subscriber Growth, 2006 to 2007                                             Clarity Fulfilment        Clarity Assurance

                     25
       Subscribers




                     20
        (Millions)




                     15
                     10
                      5
                      0
                            2QFY06      3QFY06             4QFY06   1QFY07
                                                 Quarter



       Unified OSS
                                                                                                                                                                    21
       Elie Chalache – Clarity International
    Operational Efficiencies

                                                                                                                                             Operator   ARPU    Subscribers to
                                                                                                                                                                Operator Staff
•                                 Reliance achieved significant automation in:                                                               Reliance   8       1750
                                     •        Concept to Market Processes                                                                    Typical    18      1600
                                                                                                                                             Asian
                                     •        Order to Cash Processes
                                                                                                                                             Typical    48      900
                                     •        Trouble to Resolve Processes                                                                   European



                                                  Days to Deliver Orders on Fixed Line Business Services                                 •   Facilitated by:
                                  1000000
                                                                                                                                              •   Consolidated workflow engine for
       mber of Orders Completed




                                  100000
                                                                                                                                                  fulfillment and assurance
                                   10000                                                                    Total Orders Closed

                                    1000
                                                                                                            Provisioning Orders Closed
                                                                                                            Modify Orders Closed
                                                                                                                                              •   Single information model,
                                     100                                                                    Delete Orders Closed                  common to all OSS functions
     Num




                                      10

                                         1
                                             1 2 3 4 5 6 7 8 9 101112131415161718192021222324252627282930
                                                              Days to Complete Order


    75% of all fixed line business orders are completed by day 1,
                        3
          90% by day 3, and 99% by the end of two weeks



                        Unified OSS
                                                                                                                                                                                 22
                        Elie Chalache – Clarity International
    Operational Efficiencies

•     Single workflow engine across the Unified OSS
•     Controls, monitors, audits:                                  Process
                                                               Execution Control
         •            dt     d     i i i
              110 end-to-end provisioning process                  Process
              definitions, CRM to activation                    Improvements
                                                                               Monitoring and
         •    Over 900 fault types and resolution
                                                                               Visibility of KPIs
              workflows
         •    Over 1000 parallel activation processes                            Exception
                                                                               Identification   Predictability of
•      Achieving:                                                                                  Process
                                                                                                 Performance
         •     100% automation on voice provisioning
         •     6 mobile provisions per second stead-state for mobile (peaking at 12
                                                                                                                   More
               per second)
                                                                                                              Competitive and
         •     Processing 12,000 orders per day for fixed line business                                      Sophisticated SLAs

         •     Managing 8,500 faults through to resolution
•      900 MIS reports feed information back into business for:
         •     Business process improvement
         •     SLA definitions


     Unified OSS
                                                                                                                          23
     Elie Chalache – Clarity International
    Reduced Time to Market


•     Many new products exploit new features in the
      network
                                                             Reduced Time to Market
•     Others focus on bundling or changing the
      commercial structure of the service
                                                            12-15 new products or feature-
•     Unified OSS:                                          sets introduced into OSS per
         •    Simplifies introduction of new products by    year
              reducing the number of systems to be          Average of 6-8 weeks to deploy
              changed => Reduces time to implement in       new product into OSS
              OSS
                                                            Average of 2 weeks per feature
         •    Removes the “tension” which would be          rollout/upgrade deployed
              introduced into the “best of breed” OSS by    21 core commercial products
                            >       risky
              this change => Less risky, easier to manage
                                                                    t d by      lid t d
                                                            supported b consolidated
         •    Provides a single presentation of the         technical product portfolio
              “technical product”




     Unified OSS
                                                                                       24
     Elie Chalache – Clarity International
Customer Experience

Unified OSS and Customer Experience
•                   Single information model connecting customer
                    and network
•                   Integrated solution for:
                         •    Workflow
                         •    Fault                                                                          Service Level Impacts           Trouble-tickets

                         •    Performance                                                                                Single Information Model
                         •    SLA
                                                                                                                              Service Impacts
                         •    Trouble-ticket
                                                                                                                                 Network
                                                                                                            Network Faults                          Maintenance
                                                  Closed F lt Reports
                                                  Cl   d Fault R   t                                                           Performance
                100000


                10000

                                                                                                                             Manage customer experience
Faults Closed




                 1000

                                                                                                                             through
     s




                  100
                                                                                                                              Mean-time-to-respond
                   10
                                                                                                                              Mean-time-to-restore
                    1                                                                                                        Predictability of customer
                         1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
                                                        Days to Close Fault
                                                                                                                             problem resolution times
                                                                                                                             allows definition of SLA to be
                 Reliance can resolve 75% of faults in 1 day and 95%                                                         more aggressive
                 by day 2. 99% of faults are resolved within 2 weeks

          Unified OSS
                                                                                                                                                                  25
          Elie Chalache – Clarity International
Customer Experience

Unified OSS and Customer Experience
 •                     Single information model connecting customer
                       and network
 •                     Integrated solution for:
                           •   Workflow
                           •   Fault                                                                 Service Level Impacts            Trouble-tickets

                           •   Performance                                                                       Single Information Model
                           •   SLA
                                                                                                                       Service Impacts
                           •   Trouble-ticket
                                                                                                                          Network
                                                                                                    Network Faults                          Maintenance
                                                                                                                        Performance
                                               Number of Faults

                   12000
                   10000
Number of Faults




                    8000
                                                                                                                     Manage customer experience
                    6000
                                                                          Number of Fault Reports                         g
                                                                                                                     through
                                                                          Rolling Average
                    4000                                                                                              Mean-time-time to repair
                    2000                                                                                              Mean-unavailable-time
                       0                                                                                              Maximum-interrupts
                           1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
                                               Day
                                                                                                                     Predictability of customer
                                                                                                                     problem resolution times
                                                                                                                     p
                     Reliance manage on average 8,500 network                                                        allows definition of SLA to be
                   and service faults per day for their fixed network                                                more aggressive
                   Unified OSS
                                                                                                                                                          26
                   Elie Chalache – Clarity International
Customer Experience




                                             ract
                                                    Adherence to SLAs          “You are entitled




                                         Contr
                                                                               to a rebate”




                                            tomer
                                                                               “There will be
                                                    Proactive Notification
                                                                               Engineering work


                                         Cust
                                                    of Customer Impacts
                                                                               Affecting your

                                             ice
                                         Servi
                                                    P
                                                                  ?
                                                    Proactive N tifi ti
                                                          ti Notification
                                                      of Service Quality
                                                                               services”


                                                                               “I can’t connect
                                                                               to the network”
                                         Network




                                                                                         i
                                                                               “I am getting
                                                    Customer Equipment
                                                          Faults
                                                                               poor coverage”
       The Unified OSS View of the                                           Exposed to Customer in
          Customer Experience
                      p                                                      Real-time through Portal
                                                                                            g


 Unified OSS
                                                                                                        27
 Elie Chalache – Clarity International
Convergent Network Management
•      Reliance have deployed their Unified OSS to
       support both fixed and mobile services
         •    One Unified OSS provides assurance and                Number of network           5
              fulfillment across multi-vendor and multi-
              f lfill   t          lti    d     d   lti             interface types for
              technology domains                                    mobile network

         •    One Inventory models shared core transport            Number of network           15
                                                                    interface types for fixed
              network infrastructure for fixed and mobile
                                                                       t
                                                                    networkk
•      Reliance can:                                                Number of vendors in        20
         •    Reduce OSS deployment and maintenance costs           network

         •    Reduce platforms administration costs                 N b of Al
                                                                    Number f Alarm              43
         •    Allocate and manage ubiquitous Short Digit            Integrations across
                                                                    fixed and mobile
              Extension for all subscribers across mobile, fixed,
                                                                    networks
              wireless, POTS and ISDN
                                                                    Number of convergent        30
         •    Exploit synergies across domains (such as field-      services and product
              force multi-skilling, transmission/core networks      bundles
              etc….)
         •    Be ready for the deployment of new convergent
              technologies, such as WiMAX and IMS
    Unified OSS
                                                                                                    28
    Elie Chalache – Clarity International
Scalability
•                    India is the 3rd largest mobile market in the world, with
                     170M subscribers; following China’s trend for massive
                     growth
•                    Mobile subscriber monthly increases regularly exceeded
                                             y             g     y
                     China
•                    In India’s low ARPU, systems must be massively scalable
                     for the business case to stand up
•                    Reliance OSS must scale from 30M to 100M subscribers
                     in 18 months; averaging10-15k new orders per hour



                              Orders on Fixed Line Business Services (18 day Period)                                                                Growth in Faults Managed per Account

                                                                                                                             140000                                                      350
                  100000
                                                                                                                             120000                                                      300
Numbe of Orders




                   10000




                                                                                                                                                                                               Faults Managed Per
                                                                                                          Number of Faults
                                                                             Provisioning Orders Raised                      100000                                                      250




                                                                                                                                                                                                     Account
                    1000                                                     Modify Orders Raised                            80000                                                       200                        Total Faults Created
                                                                             Delete Orders Raised                                                                                                                          p
                                                                                                                                                                                                                    Faults per Account
    er




                    100                                                                                                      60000                                                       150




                                                                                                                                                                                                      M
                                                                                                                                                                                                     A
                                                                             Rolling Average                                 40000                                                       100
                     10
                                                                                                                             20000                                                       50
                      1
                                                                                                                                 0                                                       0
                           1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18                                                               1 2 3 4 5 6 7 8 9 101112131415161718192021222324
                                               Day                                                                                                         Month


                  Reliance provisions 12,000 fixed line orders per day,                                                         Reliance have increased the productivity per
                        of which 80% are modifies and 15% are                                                                 user by almost 300% to keep pace with increased
                                new customer services                                                                               fault reporting resulting from growth

                  Unified OSS
                                                                                                                                                                                                                                   29
                  Elie Chalache – Clarity International
Scalability


Current Loading                                                                                                                    Benchmark Target Loading
                     46 million subscribers                                                                                              100 million subscribers
                     100 million network ports                                                                                           200 million network ports
                     1.4 million circuits                                                                                                3 million circuits
                                                                            18 months of
                     8,000
                     8 000 Points of Presence                          smooth t  th transition
                                                                                         iti                                             10 000 Points of Presence
                                                                                                                                         10,000
                     65,000 sites                                             minimising:                                                100,000 sites
                     18,500 BTS                                        •Customer impact                                                  30,000 BTS
                     1,500 concurrent users                                    •IT costs                                                 2,000 concurrent users
                     1.5 Orders on events per day
                     1 5 millionFixed Line Business Services (18 day Period) M
                                                                           •Management      t                                            Growth in Faults events per
                                                                                                                                         3 millionManaged per Account day
                     14,500 activations per hour
                  100000                                                     interruptions                         140000                40,000 activations per hour           350


                     Subscriber growth at 1.5-2 Provisioning Orders Raised                                         120000
                                                                                                                                         Subscriber growth at 3.5 to 4         300
Numbe of Orders




                   10000




                                                                                                                                                                                     Faults Managed Per
                                                                                                Number of Faults
                                                                                                                   100000                                                      250

                     million subscribers per monthModify Orders Raised                                                                   million subscribers per month




                                                                                                                                                                                           Account
                    1000                                                                                           80000                                                       200                        Total Faults Created
                                                                         Delete Orders Raised                                                                                                                    p
                                                                                                                                                                                                          Faults per Account
    er




                    100                                                                                            60000                                                       150




                                                                                                                                                                                            M
                                                                                                                                                                                           A
                                                                         Rolling Average                           40000                                                       100
                     10
                                                                                                                   20000                                                       50
                      1
                                                                                                                       0                                                       0
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                                              Day                                                                                                Month


                  Reliance provisions 12,000 fixed line orders per day,                                               Reliance have increased the productivity per
                        of which 80% are modifies and 15% are                                                       user by almost 300% to keep pace with increased
                                new customer services                                                                     fault reporting resulting from growth

                  Unified OSS
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                  Elie Chalache – Clarity International
Scalability


 IT Aspects                                               People Aspects
       Use contemporary platforms                           Use process execution tracking to
       Consolidate onto fewer platforms to                  identify bottlenecks and repetitive
       simply management and reduce                         (automatable) tasks
       costs                                                Automate steps in the end-to-end
       Do not rely on assumed technology                    process that maximise efficiency of
       progressions                                         HR
       Focus on “horizontal” scaling rather
       Explore current CPU “licensing”                      Multi-skill where possible
       app oac es
       approaches                                           Proof-point – User community
                                                            increase is NOT proportional to
                                                            subscriber base

                          Current           Planned
                                                                           Current     Planned
  Number of          24 Dual Core        50 Dual Core      Number of        7,700       10,000
  CPUs                                                     Named Users
  Storage            2.7TByte            5TByte            Number of        1,500       2,000
                                                           Concurrent
  N b of
  Number f           Single Sun Fire
                     Si l S Fi           Separate DB
                                         S     t
                                                           Users
  Servers            E6900               and App Server


 Unified OSS
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 Elie Chalache – Clarity International
Reliance’s “Ideal” OSS

•       Focus on Horizontal process automation:
          •     Concept to Market, Book to Bill, Trouble to Resolve

•       Break past Old Habits and complex Legacy Thinking:
          •     Create New “Telco X.X” (Gartner 2007); Simplified, Automated and Unified
          •     Avoid the traditional “Best of Breed” problems of integration and synchronisation

•       Empower the company with an platform delivering horizontal process workflow
        and correlated information
          •     Based on a single shared data repository, mapping customer and network
          •     Providing a real-time control and monitoring engine
          •     Create an “Automated Service Delivery Factory” Yankee 2008

•       Define an simple organisation structure:
          •     Centralised, Multi-skilled, Unified

•       Source minimum number of systems:
          •     1 Billing, 1 CRM and 1 ERP system, why not 1 OSS? The Unified OSS

    Unified OSS
                                                                                                    32
    Elie Chalache – Clarity International
       Practical NGOSS Telecom Transformation Lessons

       SUMMARY


Unified OSS
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Elie Chalache – Clarity International
Making Unified OSS Work

•       Be practical and pragmatic:
          •     Assess the business case and ask “What does this mean to my customer and
                            edge
                competitive edge”
          •     The 80-20 rule applies almost everywhere
          •     Exploit “pre-existing” functionality where possible in business processes
          •     End to end                   aspiration
                End-to-end automation is the aspiration, but be flexible
•       Look hard for the simple answer:
          •     Complex solutions are restrictive in the long-run
          •                                     boil     ocean”
                Complex solutions often try to “boil the ocean or be 100% compliant
•       Find where it has been done before:
          •     There are very few Unified OSS vendors with a deployment history
          •     Find a committed partner who is prepared to align their roadmap to yours
•       Gain high-level sponsorship:
          •     In order to promote unification across organizational boundaries
          •                                 through,
                Have the vision to drive it through despite politics and fear of change


    Unified OSS
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    Elie Chalache – Clarity International
The road ahead !!!

• Continuous enrichment of the Unified Data Model to support the
  complete spectrum of Telco service space i.e. Voice, Video, Data,
  M bilit C t t C           iti
  Mobility, Content, Communities......


     i.e.
     i e How do we provide instant Video Conferencing to a Facebook or
     Zapak community?


• Roadmap for managing all the aspects of services not only core network
  CPE management , content management , partner management…..


• To make the Tools intuitive and easy to use – given the challenges of a
  young organization, manpower churn – similar to the migration which the
  IT industry went through when the Mainframe was replaced by
  Windows.
 Unified OSS
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 Elie Chalache – Clarity International
The road ahead !!!

• Evolution of the Tools & Processes to support LARGE SCALE network
  ramp ups i.e. 5 million ports in 18 months.




  Interoperability with network vendors. Pre-integrated, COTS solutions
• I t       bilit ith t       k    d     P i t      t d         l ti
     i.e. How do we enable a young start up Service Providers or MVNO to
     turn up green field services in 6 months




• Certifications , trainings for OSS/ BSS domain to address the human
  resource crunch.



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 Elie Chalache – Clarity International
                            JULY 2008


            S      M    T      W   T    F    S
Thank you               1      2   3    4    5

            6      7    8      9   10   11   12

            13     14   15    16   17   18   19

            20     21   22    23   24   25   26

            27     28   29    30   31




                Vision, vi’zhon, n. Act of
                seeing; sight; the ability to
                           see.

				
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