Field Force Management Integration Interface Overview

1. www.oasis-open.org Field Force Management Integration Interface Overview FFM TC Webinar: November 13, 2012 FFM TC chair: Thinh Nguyenphu Presenters: Israel Beniaminy (ClickSoftwareTechnologies) Johannes Lehtinen (Rossum) Thinh Nguyenphu (NSN) Juha Tiihonen (Aalto University Foundation)

2. FFMII overview Non-standard track:Field Force Management Integration Interface Requirements Version 1.0 • business drivers • business use cases, and • high level features requirements Standard track:1) Field Force Management Integration InterfaceSpecifications Version 1.0 2) FFMII Protocol Binding: SOAP over HTTP (Web Service) • WSDL description of the FFMII for Implementation and Manager interfaces • XML Schema type definitions for the associated XML namespaces FFMII Specifications: structure & main contents

3. Field Force Management Integration Interface FFMII provides a flexible interface between ERMS and FFMS for the purpose of work request modeling, exchange, and collection of data from the field. Information carried with work requests, work request structure (work-flow) and data to be collected can all be defined dynamically ‘as data’. This data driven architecture makes FFMII very flexible and adaptable to numerous industries

4. Design Goals & Characteristics • Applicability across domains and use cases • Technical scalability • Feature scalability • Expression accuracy and user guidance • Reliable message exchange • Deployment adaptability and technology neutrality

5. Example Use Case: Field Service installation & maintenance • Installation company receives installation jobs from several telecom operators • Work Request structure and reporting requirements vary • Order details, instructions, process flow, products and parts • Resolution codes, on-site sales and exception reporting • Single job may involve several locations • distribution points, cross-connections, end-user premises • Single installation may be split to several assignees • Information sharing among Field Force • Field-Initiated Requests • find available work, reserve job to me, initiate new job

6. Example: Data Content and Structure Work Request Data Forms Header YourCommInstallation 012344 32 ConnectionStreet, Somecity Overview Type: ADSL Installation Target Time: 07/31/12 12:34 Subscriber Name: John Smith Address: 32 ConectionStreet, Somecity Phone: 555-0199-777 Products ProductQuantity CopperConnect 1 ADSL Installation 1 Instructions Connection ID: CI333256523 Bandwidth: 12/4 MbpsConnectionPoint A: 1234.13.324.1 ConnectionPoint B: 1553.123.23.6 Route: BSC13650/0 ADSLFR ADSL72_AD_03-7 SOC 0/100 PVC VLAN_12_VLAN SOC/00101/1 - K32/2/51 SOC/27/1 - V68/1/9 C … NetworkMap: NMSomeCity72.PDF

7. Example: Activities and Work Flow Work Request Activities Connect Assignee: John Williams Location: 17 Apple Street Begin at: 7/31/12 08:00 Suspended Suspend Resume Start Ready New Ongoing Completed Dependent on state Install Assignee: DorothyHayes Location: 32 ConnectionStreet Appointment: 10:00 – 12:00 Start Ready New Ongoing Completed Suspended Input Form on Ready DeviceClass: [Enumeratedcode] Resolution: [Enumeratedcode] SLA Breach[Enabledifcurrenttimepast SLA target] BreachReason: [Enumeratedcode] Explanation: [String, non-empty]

8. Highlighted Features • Multi-tenancy • Data-centric design • Work Request Management • Dynamically specified data content and structure • Multiple Activities with dynamic work flow and dependencies • Field-Initiated Requests • Dynamically specified operations and data content • Reference Data Management • Unified interface for managing reference information • Field Force, Work Types, Field-Initiated Request operations, shared Work Request data (code sets, attachments, etc)

9. Multi-paradigm integration topology (example) Manager Manager Flexible integration topologies Shared field force Distributedwork realization • Simple topology: a single Manager and a single Implementation interacting • Distributed work realization: A single Manager interacting with several Implementations for communicating with distinct groups of field personnel • Shared Field Force: multiple Managers interacting with a single Implementation • Multi-Paradigm: multiple Managers interacting with a single Implementation Implementation Implementation Implementation

10. Domain Model (main topics of FFMII ) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

11. Relationship of Steps, Actions and States within an Activity A combination of States, Steps and Actions form an Activity State Model. FFMII interface does not prescribe or imply usage of any specific Activity State Model in order to remain neutral with respect to types of Task a Work Request may represent. In this example, the OnSite state requires the Assignee to decide whether the Task may be fulfilled by repairing the customer's equipment, or whether it is necessary to replace the equipment with a new unit. Therefore there are two possible actions leading from Step 2, and both of them are enabled so that the Assignee may select either of them (enabling conditions aren't visualized in this diagram). If the Assignee chooses the Replace action, the action leads to Step 4. In this example, replacement requires approval, so the dashed action transfers the task to an Inactive state, pushing the current State into the State Stack. At that point, the other action leading from Step 4 is not enabled, due to an enabling condition which depends on receiving the approval. Once the approval arrives, the next action pops the State Stack to return to the OnSite state. Note: a more complete scenario would probably also include action that should lead from Step 5, for handling the case when approval is not granted, possibly leading to another State in the Closed category which reflects cancellation of the Work Request. Action: Transition to OnSite Action: Replace Action: Repair Action: Transition to X-Finalize Action: Transition to X-Finalize Action: Transition to Completed

12. Use Case: Asset Management • Some work performed by crews, with each crew member having both individual tasks and crew tasks • Job safety processes includes strict ordering of steps (for example, entering work area only after verifying power has been shut down) • While workers are on site, they may notice the need to perform additional work, and initiate the creation of a new work order • Emergencies (such as gas leaks) may require workers to suspend work on one work order and immediately begin the urgent new work order • Work regulations often require documenting each step, including signatures, serial numbers of parts used, measurements and more

13. UseCases: Data Collection Identify used spare parts Scan barcode or enter serial number of installed device Collect failure and maintenance details Collect measurements, e.g. in maintenance inspections Data Forms & Data Fields, flexible data types Require relevant data - Enable & Updateable Conditions Ensure valid input - Validation Conditions Data Matrix elements enable tabular input Hierarchical selection trees enable fluent selection from a large number of alternatives

14. References • Field Force Management Integration Interface Requirements Version 1.0; • http://docs.oasis-open.org/ffm/FFMII-REQ/v1.0/cn01/FFMII-REQ-v1.0-cn01.pdf • Field Force Management Integration Interface Specification Version 1.0; • http://docs.oasis-open.org/ffm/FFMII-SPEC/v1.0/cs01/FFMII-SPEC-v1.0-cs01.pdf • Complete specification package: • http://docs.oasis-open.org/ffm/FFMII-SPEC/v1.0/cs01/FFMII-SPEC-v1.0-cs01.zip

15. List of contributors • Israel Beniaminy, ClickSoftware Technologies Ltd. • JiriHlusi, Nokia Siemens Networks GmbH & Co. KG • Johannes Lehtinen, RossumOy • Thinh Nguyenphu, Nokia Siemens Networks GmbH & Co. KG • IlkkaSalminen, NeweloOy • Jose Siles, Nokia Siemens Networks GmbH & Co. KG • Juha Tiihonen, Aalto University Foundation • Sami Vaskuu, NeweloOy • LiatZahavi-Barzily, ClickSoftware Technologies Ltd

16. Thank you

17. Backup (Technical)

18. Domain Model (Work Request) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

19. Work Request Manager produces series of self-contained Work Requests representing Tasks related to Field Works. Each Task is to be performed by one or more Assignees belonging to the addressable Field Force. A Manager communicates with one or more Implementations over the FFMII interface to make the planned Tasks accessible to corresponding Assignees.

20. Domain Model (Work Type Specification) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

21. Work type Specification structure A Work Type Specification (WTS) describes content and structure of a Work Request

22. Example: Activity State Model with Dependencies Activities MAY have dependencies on other Activities being in specific States. Activity-Enabling dependencies and Action-Enabling dependencies are specified as Boolean expressions referred to as Conditions. Activity 1 is not made available to the Assignee until Activity 3 is in “Completed” State. Additionally, while at the “New” Step, Activity 1 won’t be allowed to proceed towards the next Step, “Traveling to Site”, unless Activity 2 is at any Step associated with the State “Ongoing”.

23. Domain Model (Data Form) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

24. Data forms Data Forms are used to model dynamically specified structured information. Data Forms are used, for example, for the purpose of defining Work Request header, overview and instructions, Step level instructions and user input.

25. Data Element Specification • Data Element Specification is an abstraction that supports a common set of attributes for all sub-classes of Data Element Specifications

26. Data Element Types • Simple data field: Data Field Specification • Matrix of Data: Data Matrix Specification • Attachments: Data Attachment Specification • Grouping of possibly nested Data Elements: Data Group Specification

27. Domain Model (Work Request Status Record) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

28. Work Request Status Record Work Request Status Record reflects state changes of Work Request after it has been received by the Implementation. An Implementation MUST maintain one Work Request Status Record per each Work Request

29. Domain Model (Reference Data) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

30. Reference Data An Implementation MAY provide means for the Manager to establish custom data repositories with arbitrary content “Reference Data” that MAY be used for input value selection, lookup of display values or content validation in Work Requests. An Implementation MAY also provide access to system repositories providing access to selected data on Implementation side, such as Assignee identities and alike.

31. Domain Model (Field Initiated Request) FFMII Domain Model Task Work Request Work Type Specification Activity Step State Data Form Assignee Schedule Action Dependency Work Request Status Change Notification Topical Notification Topical Inquiry Work Request Status Record Field Initiated Request Reference Data

32. Field-Initiated Request Field-Initiated Request (FIR) is a request initiated by an Assignee and dispatched as a structured message from Implementation to Manager. It is intended for making requests or reporting information outside the usual Activity work flow, such as requesting activation or reset of a specific device, reporting absence of the Assignee, or requesting additional work for the Assignee.