Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Pro...
Download
1 / 11

Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos - PowerPoint PPT Presentation


  • 140 Views
  • Uploaded on

Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos. Nina Prodanova, Managing partner, ITCE, www.itce.eu MCT, MCDBA, ITIL, MSF, MOF. My Objectives.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos' - avidan


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Slide1 l.jpg

Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos

Nina Prodanova,

Managing partner, ITCE, www.itce.eu

MCT, MCDBA, ITIL,MSF, MOF


My objectives l.jpg
My Objectives Catalogue and Service Operation Management Processes in Telcos

  • To present one vision toward moving away from network-centric to customer-centric operations and:

    • Integrate operational teams around common customer/revenue driven service management processes

    • Centralised Inventory (CMDB with SID extensions)

    • Centralized service desk

    • Centralized operations center

    • Common service catalogue

    • Common terminology (ITIL 3 or eTOM)

    • Single process (ITIL 3 or eTOM)

    • More focus on end to end services

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Telco challenges l.jpg
Telco Challenges Catalogue and Service Operation Management Processes in Telcos

  • Increased customer expectation for high quality and high availability service – particularly corporate

  • Large number of services, high service complexity, large number of data sources for measuring service quality

  • Convergence of ‘IT technologies’ (TCP/IP) and ‘Netheads’ and ‘telco technologies’ (Radio, GSM/CDMA/UMTS) and ‘Bellheads

  • More and more market services from Telcos are underpinned by traditional IT technologies such as middleware and web

  • Is there really a difference between IT and Telco?

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Telco is network and it one example is the unified communication as a telco service l.jpg
Telco is Network and IT - One example is the unified communication as a Telco service

  • Single phone number (at work, mobile, SoftPhone)

  • Single mail box (messages, voice mails, faxes)

  • Presence information substitute the standard dial tone, free and busy tones

  • Conferencing – voice, video and application sharing (white boards)

  • Unified access from anywhere – office, home, mobile, Internet cafe

  • Based on the industry standard - SIP

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Slide5 l.jpg

Overview of communication as a Telco service eTOM

eTOM

(Enhanced Telecommunications Operation Map)

A business process framework, defined by and for service providers and their suppliers, to categorize the business activities of the service provider

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Itil version 3 service life cycle approach l.jpg
ITIL Version 3: communication as a Telco service Service Life Cycle Approach

Value-Added Products

Service Strategy

  • Link IT service strategies to customer value

    Service Design

  • Design services to satisfy business objectives

    Service Transition

  • Implement service designs

  • Service knowledge management system

  • Refinement of change, configuration and release processes

    Service Operation

  • Deliver and manage services

  • Refinement of incident and problem management processes

  • Event and access management

    Continual Service Improvement

  • Never-ending review for opportunities

Core ITIL

Source: ITIL


Etom operations and itil operations l.jpg

Operations communication as a Telco service

Operations Support

& Readiness

Fulfillment

Assurance

Billing

Customer Relationship

Management

Customer Interface Management

Selling

Billing &

Collections

Management

Customer

QoS / SLA

Management

CRM

Support & Readiness

Marketing

Fulfillment

Response

Problem

Handling

Order

Handling

Retention & Loyalty

Service Management & Operations

SM&O

Support &

Readiness

Service

Configuration

& Activation

Service

Problem

Management

Service &

Specific Instance

Rating

Service Quality

Management

Resource Management & Operations

Resource Performance Management

Resource

Trouble

Management

RM&O

Support &

Readiness

Resource

Provisioning

Resource Data Collection, Analysis & Control

Supplier/Partner Relationship Management

S / P

Performance

Management

S / P Problem

Reporting &

Management

S / P Settlements

& Billing

Management

S / P Requisition

Management

S / PRM

Support &

Readiness

Supplier / Partner Interface Management

eTOM Operations and ITIL Operations

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Telco s service catalogue and service oriented cmdb l.jpg
Telco’s service catalogue and service-oriented CMDB communication as a Telco service

Postpaid

Prepaid

RingBack

Market Services

voice

voice

Tones

SMS

Blackberry

e

IN

u

DNS

g

o

(

RTSP

)

l

a

t

Technology

a

c

DHCP

Web portal

services

e

c

i

v

SMSC

r

e

Voice

S

/

CRM

Billing

Web server

PPE

y

r

MSC

IP

o

t

n

e

v

n

Technology

i

k

SDH

/

DWDM

GE

FE

components

r

o

w

GGSN

t

e

N

SGSN

E

1

STM

1

STM

4

STM

16

GPRS

Network

Ethernet

UMTS

GSM

SDH

MPLS

technology

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Key issues trying to run before you can walk l.jpg
Key Issues - Trying to Run Before You Can Walk communication as a Telco service

Level 4

Value

Level 3

  • IT as a strategic business partner

  • IT and business metric linkage

  • IT-business collaboration improves business process

  • Real-time infrastructure

  • Business planning

Service

Level 2

  • IT as a service provider

  • Define services, classes, pricing

  • Understand costs

  • Guarantee SLAs

  • Measure and report service availability

  • Integrate processes

  • Capacity mgmt.

Proactive

Level 1

  • Analyze trends

  • Set thresholds

  • Predict problems

  • Measure appli-cation availability

  • Automate

  • Mature problem, configuration, change, asset and performance mgmt. processes

Reactive

Level 0

  • Fight fires

  • Inventory

  • Desktop SW distribution

  • Initiate problem mgmt. process

  • Alert and event mgmt.

  • Measure component availability (up/down)

Chaotic

  • Ad hoc

  • Undocumented

  • Unpredictable

  • Multiple help desks

  • Minimal IToperations

  • User call notification

Manage IT as a Business

Service and Account Management

Service Delivery Process Engineering

Operational Process Engineering

Tool Leverage

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Keep focus narrow and deliver benefits l.jpg

Determine where to start communication as a Telco service

Not necessarily on the least mature processes

80% of companies start on core service support processes like change, incident and problem management, service catalogue management

Deliver benefits quickly to address "pain points"

Reduce percentage of changes causing incidents,

Improve MTTR

Take an iterative approach

Design 80% solutions, and plan to improve later

Periodically reassess priorities

Key Roles and management support

Designate individuals as process owners

Focus on training and awareness

eTom Foundation

ITIL 3 Foundation certification, ITIL 3 Practitioner certification and ITIL 3 expert

Tools can be enablers or inhibitors –

Focus on reporting and analysis capabilities

Keep Focus Narrow, and Deliver Benefits

People will make or break your ITIL initiative

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


Thank you l.jpg
Thank you! communication as a Telco service

Nina Prodanova, [email protected], http://www.itce.eu

Sofia, 55, Vaptsarov St., Expo 2000, 02 9625443

5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia


ad