Executive Summary
HP offers products and solutions for enterprise IT operations and for communication service
providers (CSP) operations support systems (OSS). Due to this broad portfolio HP is positioned
exceptionally to address the convergence of IT and Telco: Services become an Internet- and All-IP
based technology, Service Production platforms become IT infrastructures, OSS joins IT
Operations and eTOM applies ITIL processes.
HPs offering comprises carrier grade specific tools (e.g. HP TeMIP for Fault Management of big
CSP Networks) or IT tools with Telco Extensions (e.g. HP Service Manager for ITIL Incident
Management in a CSPs environment). Tools are pre-integrated in well defined solutions. The
overall suite addresses the typical requirements that are typical for todays OSS market:
a) ITIL processes in an eTOM environment for Assurance
b) Telco specific (e.g. Access networks) as well as IT-similar technologies to be managed
(e.g. an IMS platform)
c)
Assurance Domain
Common Data Domain
Product Catalog
Service Catalog
Resource Catalog
Subscription
Inventory
Customer Mgmt
Service Inventory
Resource Inventory
Config Mgmt
System (CMS)
Order Portal
Workforce Mgmt
Help Desk
SLA Management
Change Mgmt
Customer Experience
Assurance
Order
Entry
Order
Mgmt
Order Distribution
Release Mgmt
Configuration Mgmt
Domain
OS&R Domain
Performance Mgmt
Domain
Configuration Mgmt
Performance Mgmt
Service Activation
Reconcilliation
Correlation
Mgmt
Resource
Configuration
Mediation
Discovery
Assurance
Mediation
Probing &
Tracing
ITS Adapter
HPs NGOSS functional blueprint (in its current version) model differentiates three layers:
A. The common data layer primarily contains the inventories, and all data, which may be
relevant for both, fulfillment and assurance, on customer, service and resource level. Here
fulfillment is primarily the master of data, while assurance acts more as a user. Functional
blocks like the Configuration Management System (CMS) are means, originating in ITIL
context, to federate the various data sources. In case of complex scattered inventory data and
the need of model transformations, a specific data integrity management is provided.
B. The applications layer follows the eTOM domains for Assurance and Fulfillment. But further
differentiation is more pragmatic, matching typical applications functionality on the market.
Fulfillment differentiates two main functional domains:
a. the more automated part of Service (CFS) Activation (eTOM Service Configuration &
Activation), preceded by an Order Management and
b. the more manual part of Change & Configuration Management for Resources and
Services (RFS) (eTOM Resource Management & Operations), enabling any Service
(CFS) can be activated at all (therefore some operators call this part also OS&R). It
comprises also the discovery &reconciliation of inventory data from the network.
Assurance differentiates these functional domains:
c.
The Problem management comprises the ITIL Incident and problem management,
connected to resource management thru change management, which applications
are part of the Fulfillment stack (see above).
C. An element abstraction layer may be used to hide vendor specific (protocols, data models etc)
from the generic applications. Any case, the interaction with the network is addressed in this
layer. This may also comprise an IT-Service (e.g. WebServices) Adapter to interact, e.g. with
a partner or supplier systems, providing e.g. an outsourced network management.
Operations Support
Assurance
Workforce Mgmt
Resource
Inventory
SLA Management
Fault &
Service Impact
Mgmt
Customer
Experience
Assurance
Performance
Mgmt
Configuration Mgmt
This simplified functional blueprint is used in subsequent sections to depict variants of typical
assurance solutions, integrated by HP OSS Transformation team, and adapted to the specific
case.
Operations Support
Assurance
Workforce Mgmt
RePartner
Resource
Resource
source
Inventory
Inventory
Configuration Mgmt
Manager
SLA Management
HP TeMIP
& UCA
Fault &
& OM
Service
Impact
&Mgmt
NNM
HP PI
Perfor-mance
Performance
Mgmt
Mgmt.
Customer
Experience
Assurance
Operations Support
Incident & Problem
Mgmt
Assurance
SLA Management
HP uCMDB
HP Service
Manager
Change
Mgmt
HP Operations
Orchestrations
Partner
Service
Inventory
RePartner
Resource
source
Inventory
Fault &
Service Impact
Mgmt
Customer
Experience
Assurance
Perfor-mance
Mgmt
Configuration Mgmt
Operations Support
Partner
Service
Service
Inventory
Inventory
Change Mgmt
Workforce Mgmt
Resource
Inventory
HPManagement
USLAM
SLA
SLA Management
DatauCMDB
CMS &HP
Integrity Mgmt.
Assurance
HPQuality
SQMMgmt
Service
Service Quality Mgmt
Partner
CEA
Fault &
Service Impact
Mgmt
Performance
Mgmt
Customer
Experience
Assurance
Configuration Mgmt
Operations Support
Assurance
Incident
& Problem
HP Service
Mgmt
Manager
HP Operations
Orchestrations
Service
Inventory
Incident
& Problem
Change
Mgmt &
Change Mgmt.
Workforce Mgmt
Resource
Inventory
DatauCMDB
CMS &HP
Integrity Mgmt.
SLA Management
HPQuality
SQMMgmt
Service
Service Quality Mgmt
Fault
&
HP
OMi
Service
Impact
Fault
& Service
Mgmt
Impact
Mgmt.
HP PI
Perfor-mance
Performance
Mgmt
Mgmt.
Customer
Experience
Assurance
Configuration Mgmt
S/P Interaction
HP Adapter Framework
SOA Adapter
In addition to the simplified assurance blueprints, the integration with other OSS systems, e.g
realized by suppliers or partners is indicated with the S/P Interaction domain.
10
Service Managers
ITIL Best Practice workflows
(cf. [HP SM ITIL Procs])
eTOM level 2
process
elements
1.1.1.6
Problem Handling
1.1.1.7
Customer QoS/SLA
Management
1.1.2.3
Service Problem
Management
1.1.2.4
Service Quality
Management
1.1.3.3
Resource Trouble
Management
1.1.3.4
Resource
Performance
Management
1.1.4.3
S/P Problem
Reporting &
Management
Specific
Application
HP Service
Manager Service
Desk
HP Universal SLA
Manager
HP TeMIP
and/or
HP OMi
HP SQM
HP TeMIP
and/or
HP OMi
HP Performance
Insight
HP Service
Manager
Service Desk
(1) Monitoring
& trouble
detection
1.1.1.6.1
Isolate Customer
Problem
1.1.1.7.1
Assess Customer
QoS/SLA
Performance
1.1.2.3.7
Survey & Analyze
Service Problem
1.1.2.4.1
Monitor Service
Quality
1.1.3.3.1
Survey &
Analyze
Resource Trouble
1.1.3.4.1
Monitor Resource
Performance
1.1.4.3.2
Receive S/P
Problem
Report
Specific application
(2) Trouble
Report Creation
1.1.1.6.5
Create Customer
Problem Report
1.1.1.7.4
Create Customer
QoS Performance
Degradation Report
1.1.2.3.1
Create Service
Trouble Report
1.1.2.4.5
Create Service
Performance
Degradation Report
1.1.3.3.7
Create Resource
Trouble Report
1.1.3.4.5
Create Resource
Performance
Degradation Report
1.1.4.3.1
Initiate S/P
Problem
Report
(3) Trouble
Report
Diagnostics
n/a
n/a
1.1.2.3.2
Diagnose Service
Problem
1.1.2.4.2
Analyze Service
Quality
1.1.3.3.2
Localize
Resource Trouble
1.1.3.4.2
Analyze Resource
Performance
n/a
(4) Trouble
Report
Resolution
1.1.1.6.6
Correct &
Recover Customer
Problem
1.1.1.7.2
Manage QoS/SLA
Violation
1.1.2.3.3
Correct & Resolve
Service Problem
1.1.2.4.3
Improve Service
Quality
1.1.3.3.3
Correct &
Resolve Resource
Trouble
1.1.3.4.3
Control Resource
Performance
n/a
(5) Trouble
Report Tracking
1.1.1.6.3
Track & Manage
Customer Problem
1.1.1.7.5
Track & Manage
Customer QoS
Performance
Resolution
1.1.2.3.4
Track & Manage
Service Problem
1.1.2.4.6
Track & Manage
Service Quality
Performance
Resolution
1.1.3.3.4
Track & Manage
Resource Trouble
1.1.3.4.6
Track & Manage
Resource
Performance
Resolution
1.1.4.3.3
Track &
Manage S/P
Problem
Resolution
SM Incident Escalation,
SM Incident SLA
Management
(6) Trouble
Report Close
1.1.1.6.4
Close Customer
Problem Report
1.1.1.7.6
Close Customer
QoS Performance
Degradation Report
1.1.2.3.6
Close Service
Trouble Report
1.1.2.4.7
Close Service
Performance
Degradation Report
1.1.3.3.6
Close Resource
Trouble Report
1.1.3.4.7
Close Resource
Performance
Degradation Report
1.1.4.3.5
Close S/P
Problem
Report
SM Incident Closure,
SM Incident Escalation
(7) Report
Monitoring &
Trouble
Processing
1.1.1.6.2
Report Customer
Problem
1.1.1.7.3
Report Customer
QoS Performance
1.1.2.3.5
Report Service
Problem
1.1.2.4.4
Report Service
Quality
Performance
1.1.3.3.5
Report Resource
Trouble
1.1.3.4.4
Report Resource
Performance
1.1.4.3.4
Report S/P
Problem
Resolution
Abstraction of
level 3 process
11
12
Factory integration
The Factory Concept was defined by Deutsche Telekom. The idea is the production of semiproducts (e.g. atomic services), delivered by factories and being assembled in final products
(e.g. composite services) by higher level factories.
This is comparable to typical situations with outsourced networks where the NOC is operated by
the network provider, while the service provider operates only an overarching end-to-end service
management SOC. Networks are black boxes to the service operator (the solution example
Integrated Customer Experience and Service Management Center may address such a service
management factory).
Comparing the TMF process framework, the factory concept shapes organizational units
(factories) into three layers:
1. Customer level (i.e. customer relationship management or BSS layer)
2. Service level, which consumes atomic services (e.g. Copper Access, VoIP, IP TV, Internet)
delivered by internal or external suppliers into composite services (e.g. Triple-Play-atHome to the Customer level
3. Resource level, which delivers the atomic services to the service level and managing of a
Service
factory
FMC VoIP
Resource
mgmt.
Mobile
Access
Resource
mgmt.
Fixed
Access
Resource
mgmt.
Call
Control
Service
factory
Home
Bundle
Resource
mgmt.
Internet
Service
factory
Business
Bundle
Resource
mgmt.
Transport
Resource
mgmt.
CPE
Resource
mgmt.
Office
Apps
The arrows indicate the flow to call IT-Services (e.g. WebServices) between the factories, using a
communication bus. These IT-Services are provided by Adapters.
In general, all factories can be internal or external suppliers or partners. Hence the factory
concept is also used to assess the ability to integrate with a Supplier/Partner Relationship
Management.
Data Model
The data models used by HP assurance applications use SID, to allow predefined Service or
Resource Models to CSP operators. HPs uCMDB provides an extension to its CI-Type definitions
called Telco Universe.
Note, the uCMDB does not substitute the role of a full Service- and Resource Inventory (even it
could be extended for this purpose). Its primary purpose is the support of Assurance applications
for Operations. Entities and detailed attributes relevant for other domains (e.g. such as Fulfillment,
Meditation or Customer Relationship Management) are not supported off the shelf. Typically SID
ABEs core entities and their required attributes are supported; some attributes (e.g. status) may be
13
supported by specific and more sophisticated means (e.g. health indicators) instead of SID data
definitions.
Important ABEs such as Service- or Resource-Specifications are relevant, when Service or
Resource-Instances are created in Fulfillment processes. For operational assurance, the service or
resource models may be also slightly different from Specifications for Fulfillment; the uCMDB Telco
extensions brings a lot of predefined models, inherited from SID entities (SID conformant CI-Type
definitions). See Figure 8 shows the complete telco-extension off-the-shelf. SID entities are marked
with red or yellow frames. The trees indicate inheritance structures.
The previous figure shows a screenshot of the uCMDB CI-Type modeler. Any CIT can be extended
as needed.
An UML formatted diagram of Telco Universe is shown next the figure:
Connection
Network
Logical
Resource
14
Physical
Resource
The Telco Universe was initiated thru the SQM Application, as it requires to support specific Telco
Services. Its model ad relationship to SID is explained in [HP SQM UG], chapter 2, Service
Modeling, page 13f. Further information and specific deviations to SID are explained in [HP Telco
Uni WP], section CMDB Telecom Universe, page 7f.
15
[HP OMi Concepts] HP Operations Manager I for the Windows, Software Version: 8.10,
Concepts Guide
OMi8.10_Concepts_Guide.pdf
[HP SQM UG]
Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is
subject to change without notice. The only warranties for HP products and services are set forth in the
express warranty statements accompanying such products and services. Nothing herein should be
construed as constituting an additional warranty. HP shall not be liable for technical or editorial
errors or omissions contained herein.
Trademark acknowledgments, if needed.
Created November 2011