电信管理论坛TeleManagement Forum.ppt

TeleManagement Forum,The Driving Force Behind theNew Generation of Business and Operations Support Systemsand Software,培训人：秦英 2010.12,Slide Page 2,交流题纲,TMF简介什么是TMF为什么需要TMFTMF 主要项目和活动TM Forums Management World 2010Conference themeSummit&spotlightForumvilleCatalyst ShowcaseTraining&标准框架图TMF 重要技术规范和标准TMF Frameworx 10NGOSSeTomSID,Slide Page 3,什么是电信管理论坛(TMF)？,TMF(TeleManagement Forum)是一个为电信运营和管理提供策略建议和实施方案的世界性组织，是专注于通信行业BSS/OSS和通讯管理问题的全球性的非赢利性社团联盟。全环性行业组织,来自全球195个国家的 700多个会员,Slide Page 4,什么是电信管理论坛(TMF)？,领导行业发展方向：制定行业规范和标准专著和协调有关运营商关键业务与技术需求的合作研究和实验开发为会员提供一个协同工作的环境，拥有以行业战略发展信息、前瞻性解决方案等为特征的行业在线知识库TMF 成立于1988年，每年举办两次全球性的会议,The Voice of BSS/OSS Industry!,Slide Page 5,Industry conferences/expos,Web based services,Seminars/training programs,Working with Industry,Slide Page 6,为什么需要电信管理论坛？,电信运营商建立自身的发展战略确立商业发展计划跟踪电信管理、BSS/OSS 发展的最新观点与信息影响行业与新产品的发展方向独立软件提供商(ISV)协同研究最新的技术保证产品的兼容性以及与标准的一致性与业界领袖以及潜在合作伙伴交流通过影响/驱动标准的制定以及理解运营商的需求来提高竞争能力,Slide Page 7,为什么需要电信管理论坛？,系统集成商发现最新最好的产品和方案发展并提高集成技术驱动BSS/OSS的兼容性，提供基于multi-vender 方法的集成方案直接接触新的客户，新的产品，新的厂商设备厂商保证设备的适应性与兼容性通过驱动管理方面的解决方案来促进设备销售,Slide Page 8,Key Work Programs,Slide Page 9,TMF的技术委员会,eTOM小组(enhanced Telecom Operation Map)SID小组(Shared Information Data Model)SIM小组(Systems and Information Map)NGOSS TNA 小组(Technology Neutral Architecture),Slide Page 10,Market Focus,行业专家讨论特定市场问题的中立会场，如：移动通信,宽带接入等服务商,设备厂商,软件提供商,系统集成商引导BSS/OSS的市场方向寻找运营与管理OSS网络的关键问题制定研究以及解决这些关键问题的计划开发能够解决这些关键市场问题的解决方案与建议促进产品与应用软件的互操作性与其他行业组织的协调,Slide Page 11,Catalyst 项目,协作项目 验证TMF概念的一些测试使用COTS软件TMF的catalyst计划,由自愿参加的运营商、集成商和软件商组成相关项目小组，该计划已经执行了好几年。Catalyst projects 主要包括基于新的技术标准，TMF规范下开发的新系统，以及对legacy 系统的支持与利旧性演进欧洲运营商是catalyst计划的主要支持者，每年catalyst计划都有多个项目启动。NGOSS的实验室阐述运营商的实际需求展示实际的客户解决方案提高参加者的市场认知度,Slide Page 12,TMF Practices&Standards,TM Forum Frameworx 10Business Process Framework(eTOM)Information Framework(SID)Application Framework(TAM)Integration Framework TM Forum interfacesSoftware Enabled Services Management SolutionIPsphereRevenue AssuranceSLA ManagementSecurity ManagementCallaboration ProgramParticipating in the Collaboration Program,Slide Page 13,TMF resourse&community,TMF Knowledge Document LibraryCase centerDeveloper NetworkMaketing Solutions CenterCommunity Groups,Slide Page 14,TMF Training&Certification,提供各种技术培训和认证,Slide Page 15,TMF Management World,首屈一指的电信管理与BSS/OSS研究的全球性大会电信管理主旨研讨会和行业领袖主持的3天分类报告会发展趋势，影响决策展览会：OSS Expo新产品，新服务，新技术Catalyst项目成果展示：The living lab for NGOSS行业交流的平台:TM Forum Networking Event合作与交流,包括培训和证证,TeleManagement World会议每年春季、秋季各一次,持续时间分别是四天。,Slide Page 16,会况 2010年11月9-11 Orlando,世界主要电信运营商的技术负责人Mr.Behzad Nadji,CTO,AT Mr.Matt Desch,CEO,Telcordia and etc.咨询商Robert Rich,SVP,The Yankee Group,RHK and etc.投资商Zenas Hutchinson,Partner.St.Paul Venture Capital Group4个主会场，80多个专题，来自世界顶级服务提供商的100位发言者,Slide Page 17,TM Forums Management World 2010,Conference主要分为以下几个部分：Keynote Perspectives 主题演讲 Summits&Spotlight 峰会 Forumville 展示会 Executive Program 执行讨论会 Business Networking 商务酒会 TM Forum Training&Certification TMF培训和认证,Slide Page 18,TM Forums Management World 2010,Beating the Revenue Crunch:Smart Pipes.Smart Services.Smart Business traditional voice and messaging markets are declining and the explosion of data services is failing to deliver matching revenue growth.The looming questions are where,how and when should our industry reposition itself and to what.Is the future one where todays telcos become the service enabling smart pipes to deliver an array of new retail brands or is there still a strong role for the telco as the retailer?What would that change entail?,Conference theme,Slide Page 19,TM Forums Management World 2010,Beating the Revenue Crunch:Whats the future of the communications industry?Smart Services,Smart Business:Transforming the Industry Executive Debate:Smart Pipes:Cloud Whos the Service Provider?Brand Meets Telecom:Convergence or Collision?Enabling Revenue Growth-CableLabs and the Cable Perspective,Keynote Perspectives,Slide Page 20,TM Forums Management World 2010,Conference AgendaNew Services&Business Models SummitOperational Excellence SummitCloud SummitCustomer Experience SummitDefense Spotlight,Summit&spotlight,Slide Page 21,TM Forums Management World 2010,New Services&Business Models SummitRevenue Growth&ManagementUpstream Market Applications,and Industry Verticals4G Wireless/Wireline ManagementService Delivery-New Product EnablingSuccessful Business Models for Service Providers,Summit&spotlight,Slide Page 22,TM Forums Management World 2010,Operational Excellence Summit Back Office SimplificationRevenue ManagementBusiness TransformationAnalytics/Business Intelligence/Subscriber Data MiningEnabling Green Communication Networks,Summit&spotlight,Slide Page 23,TM Forums Management World 2010,Cloud Summit Strategies for Cloud Buyers and Users SLAs and Cloud MonetizationThe Cloud Eco-SystemStandards&Cloud ManagementManaging the Transition to the Cloud,Summit&spotlight,Slide Page 24,TM Forums Management World 2010,Customer Experience Summit AnalyticsManaging the Customer-Quality of ExperienceBilling&Preventive Revenue Assurance,Summit&spotlight,Slide Page 25,TM Forums Management World 2010,Defense Spotlight Assured NetOps:Securing Operations via Policy-Based Management Policy Enabled Net-Centric Information SharingCyber Security Panel:Solving the Solutions PuzzleDigital Policy Management(DPM):A Life Cycle View Integrated NetOps:SATCOM and Spectrum ManagementDoD Strategy for Spectrum Management Web-ServicesPolicy Based Management of Dynamic Spectrum AccessIntegrating Spectrum Management and Network Management,Slide Page 26,TM Forums Management World 2010,New Services&Business Models SummitTransformation of the communications market and new innovations being unleashed.Cost effective management of new technologies such as 4G/LTE and data smart devices.Using dynamic policy controls to reduce capital expense,offer differentiated services and accelerate concept-to-cash cycles Customer Experience SummitThe role of data analytics in customer experience measuring,monitoring and delivering a superior customer experience.Billing and preventative revenue assurance:reducing confusion and mistakes in billing with intelligent revenue assurance solutions.Customer experience dashboards,threat detection and mitigation,customer care service assurance,and more!,Summit&spotlight热点话题,Slide Page 27,TM Forums Management World 2010,New Services&Business Models Summit专题1：Digital Service Innovation:讨论服务提供商应该如何变革，以适应数字服务新时代 发言者：Tal Givoly，Amdocs Chief Scientist 专题2：Mobile Advertising:讨论推动移动广告成功的诸多因素和策略 发言者：Grant Lenahan Telcordia Vice President and StrategistOperational Excellence Summit专题1：Managed Services:Outsourcing 讨论服务提供商应如何与CSPs建立有效的服务管理关系，以达到双方共赢发言者：Glen Ragoonanan,Senior Analyst,OSS Observer专题2：Business IT Governance：讨论CEO如何处理复杂的IT管理日程 发言者：3位 Telenor ASA,TM Forum Intensive Debates,Slide Page 28,TM Forums Management World 2010,Cloud Summit 专题1：Security in the cloud:如何保证云服务中的安全问题，服务提供商和企业用户需共同聚焦该话题，讨论可行的解决方案。发言者：2位，XO Communications，Savvis 专题2：Billing and Pricing Models in the Cloud:讨论如何交付可扩展的、健壮的基于云的计费和业务支撑系统 发言者：2位，Founder&CTO,Global Telecoms,CGICustomer Experience Summit专题1：Contact Centers:讨论会提出了25个降低联络中心（营销网络）成本机会，以保证服务提供商为已有的客户提供更优服务的同时，吸引新的客户 发言者：Glen Ragoonanan,Senior Analyst,OSS Observer专题2：Real-Time Billing：讨论如何建立适应新的服务模式的计费系统以提升客户体验。发言者：2位 MATRIXX Software Infosys,TM Forum Intensive Debates,Slide Page 29,TM Forums Management World 2010,总共分为六个专区 Enabling Cloud Services Removing the Barriers to Deploying Cloud Services Catalyst Projects:Realizing Exceptional Customer Experience in the Cloud Cloud Service BrokerEnabling Operational Excellence Tuning your Business for the 21st Century Catalyst Projects:Effective Sell&Fulfillment of Advanced Network Services&Solutions Mobile Workforce Architecture,Forumville展示会,Slide Page 30,TM Forums Management World 2010,总共分为六个专区Enabling Profitability through Revenue Managemen Addressing Revenue Management Challenges in a Complex and Changing Market Catalyst Projects:Revenue Assurance and Fraud Management for Smart-phonesEnabling Cable Services Streamlining Cable Operations using TM Forum Best Practices and Standards Catalyst Projects:Video Service Level Monitoring,Forumville展示会,Slide Page 31,TM Forums Management World 2010,总共分为六个专区Enabling New Services&Business Models Profiting from Digital Media Services and New Business Models Catalyst Projects:Mobile Data and App Store Analytics Service Delivery BrokerEnabling Defense&Government Solutions Applying TM Forum Best Practices and Standards to Meet Defense Needs Catalyst Projects:Secure,Federated Service Level Management,rumvilleFo展示会,Slide Page 32,TM Forums Management World 2010,Training Courses,Slide Page 33,TM Forums Management World 2010,TMF 标准框架图此次会议主要下发的有五种：TM Forum FrameworxBusiness Process Framework(eTOM)Information Framework(SID)Application Framework(TAM)Benchmarking Business Metrics,Slide Page 34,TM Forum Frameworx 10,Frameworx 10 is fully aligned with other key IT industry standards such as ITIL(Information Technology Infrastructure Library)and Services Oriented Architecture(SOA).It expands and integrates the Forums NGOSS standard,combining the Business Process(eTOM),Information(SID),and Application(TAM)Frameworks into a full enterprise IT and process architecture.This new version is comprised of:,Business Process Framework(eTOM)version 9.0Information Framework(SID)version 9.0 Application Framework(TAM)version 4.0Integration Framework version 1.0,Slide Page 35,eTOM:enhanced Telecom Operations Map,eTOM即增强的电信运营图，使信息和通信服务行业的业务流程框架。是TMF对电子商务时代的电信运营商内部整体活动进行的系统，全方面的描述。它从业务驱动，市场导向，聚焦客户，流程创新，组织再造的角度，全面直观，逐步深入地定义和勾画了企业内部全部的作业活动和业务流程。eTOM较好地代表了电信运营业的真实世界，很多服务提供商(包括了系统集成商、ASP和软件供应商)已经在运用eTOM eTOM provides the Business View for NGOSS,Slide Page 36,A Brief History of eTOM,1995 1998:development of TOM(Telecom Operations Map)1999:stabilization of TOM2000 2001:evolution of TOM towards eTOMMay 2001:eTOM v1.0 for TMF Members EvaluationOct 2001:eTOM v2.0 for TMF Members EvaluationJan 2002:eTOM v2.5 for Public EvaluationMay 2002:eTOM v3.0 is TMF ApprovedJuly 2002:Addendum to core eTOM released to MembersDec 2002:Status update on work in progress to MembersMay/June 2003:planned release of eTOM v3.5(extends v3.0 with further process decompositions and flows in selected application areas),eTOM现在已经发布到9.0版本,Slide Page 37,eTOM document set,The overall eTOM document set includes:GB921 provides an overview of the eTOM Business Process Framework,from both Intra-Enterprise and Inter-Enterprise viewpoints,and describes the main structural elements andapproachGB921D describing the Service Provider enterpriseprocesses and sub-processes in a form that is top down,customer-centric,and end-to-end focused.Process decompositions are provided for all processes from the highest conceptual view of the eTOM framework to the level of detail agreed for use by the industry.GB921F describing selected process flows at several levels of view and detail that provides end-to-end insight into the application of eTOM.GB921B describing the implications and impact of ebusiness for service providers and their business relationships,and how eTOM supports them,including a description of handling of business-to-business Interactions by eTOM.Associated with this is a separateGB921C describing a Business Operations Map for processes involved in business-to-business interaction,Slide Page 38,eTOM document set,The overall eTOM document set includes:GB921G providing information and guidance to users in how the eTOM framework can be applied within businesses,and the implications for maintaining alignment with this when extensions and/or adaptations are made in the course of this.GB921P providing an“eTOM Primer”to assist new users of eTOMGB912R introducing Real-World Case Studies in applying eTOM GB921U that provides some guidelines to assist users of eTOM in applying this within their businessesGB921V that shows how eTOM can be used to model the ITIL processes(this supersedes the previous GB912LGB921T that shows how eTOM processes relate to the functional view provided by the ITU-T M.3400,Slide Page 39,eTOM:enhanced Telecom Operations Map,Slide Page 40,eTOM:enhanced Telecom Operations Map,Slide Page 41,The Operations area,Operations,“FAB”remains the core of the Operations area Operations Support&Readiness is separated from FAB“OPS”also supports functional process groupings shown as horizontal layers,Slide Page 42,Operations,Fulfillment,Assurance,Billing,Operations Support&Readiness,Customer Relationship Management,Service Management&Operations,Resource Management&Operations,Supplier/Partner Relationship Management,The Operations area,ServiceConfiguration&Activation,ServiceProblemManagement,Service QualityAnalysis,Action&Reporting,Service&Specific Instance Rating,SM&O Support&Process Management,ServiceManagement&Operations Readiness,Supplier/Partner Interface Management,S/P Buying,S/P Purchase Order Management,S/P Problem Reporting&Management,S/P PerformanceManagement,S/P Settlements&BillingManagement,S/PRM OperationsSupport&Process Management,S/P Relationship ManagementOperationsReadiness,Resource Provisioning&Allocation to Service Instance,ResourceProblemManagement,RM&O Support&ProcessManagement,ResourceManagement&Operations Readiness,Retention&Loyalty,Customer Interface Management,Billing&CollectionsManagement,CustomerQoS/SLA Management,ProblemHandling,Selling,Order Handling,MarketingFulfillmentResponse,CRM Operations Support&Process Management,CRM Operations Readiness,Sales&Channel Management,Resource Data Collection,Analysis&Control,Resource QualityAnalysis,Action&Reporting,Slide Page 43,The Strategy,Infrastructure&Product area,“SIP”encompasses strategy and lifecycle management processes in support of operationsStrategy&CommitInfrastructure Lifecycle ManagementProduct Lifecycle Management“SIP”also has functional groupings,aligned with those in“OPS”,Strategy,Infrastructure&Product,Slide Page 44,The SIP area,Slide Page 45,The Enterprise Management Hierarchy,Enterprise,Management,Disaster,Recovery,Security&,Fraud,Management,Human,Resources,Management,Financial&,Asset,Management,Stakeholder&,External,Relations,Management,Enterprise,Quality,Management,Process&IT,Planning&,Architecture,Strategic&,Enterprise,Planning,Research&,Development,Technology,Acquisition,Brand,Management,Market,Research&,Advertising,Group Enterprise,Management,Business,Development,Enterprise,Architecture,Planning,Strategic&,Business Planning,Financial,Management,Procurement,Management,Real Estate,Management,Brand,Management,Advertising,Market Research,&Analysis,Workforce Strategy,Employee&Labor,Relations,Management,Workforce,Development,HR Policies&,Practices,PR&Community,Relations,Management,Shareholder,Relations,Management,Regulatory,Management,Legal Management,Research&,Development,Technology,Acquisition,Process,Architecture,Management&,Support,Information,Systems Strategy,&Planning,Knowledge,Management,Enterprise Quality,Management,Security,Management,Fraud,Management,Disaster,Recovery&,Contingency,Planning,S