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Action Week Lisbon
Industry Trends and Where We’re Focusing
Nik Willetts
@nikwilletts
The Impact of Digital
Digital Consumption
Digital Disruption
Digital Interaction
XaaS
Supply ChainOptimization
Internet ofEverything
Analytics Rapid Innovation
Rapid ScalingOmni-channel
SocialRapid Disruption
Automation
Copyright © 2014 TM Forum
The value chain is now a value fabric of partners.
Focus on Business Affecting Issues
TM Forum focuses on helping our members
mitigate 8/10 of these risks
Source & ©: EY Risk Radar 2014http://www.ey.com/Publication/vwLUAssets/EY_-_Top_10_risks_in_telecommunications_2014/$FILE/EY-top-10-risks-in-telecommunications-2014.pdf
Hierarchy of Digital Business Needs
Copyright © 2014 TM Forum
2015-16 Themes & TopicsDigital
Business Transformation
(intra-organisation)
Open Digital
Ecosystem(inter-
organisation)
Cross Industry
Collaboration
Customer Centricity and Analytics
ManagingVirtual Services& Infrastructure
Security & Privacy
How do I simplify and accelerate partnering
in the digital world?
How can we remove
boundaries and enable
collaboration between
industries in the digital
world?
How do I transform
my business to be fit for the digital
world?
Topi
csThemes
It takes a village
It takes a village to build an ecosystem …
…the Forum is your village.
The changing face of the ecosystem
Laurent Leboucher
Trends From CES, Las Vegas, some major trends on the consumer side From CES, Las Vegas, some major trends on the consumer side
immersive entertainment
Connected and autonomous cars
Wearables, Smart Home, 3D Printing, Internet of Things
Unmanned systems
Digital innovation leads to market disruption everywhere disrupt or get disrupted: Amazon & Borders, Uber and taxis, Netflix and cable industry, …
pace of innovation
increased competition
personalization of interactions
speed of interactions
integration
from gadgets to serious killer apps
(Qualcom Tricoder Awards ceremony)
IoT: opportunities everywhere
The Open Digital Economy challenges
Privacy and security
Net neutrality
Speed and agility
User experience
Openness vs integration
A new game play with new rules
A new game play with new rules
TMForum: a Think Tank for the Digital Economy
Orange: Agile business & IT / ZOOM
Network virtualization and Software Defined Network -> our major transformation since introduction of IP in networks!
ZOOM = an R&D accelerator for Orange Cloud for Net and Easy SDN programs
4 catalysts Sponsored by Orange Network Ops
Orange: Open Digital Economykey objectives: • Monetization:
- B2B2C business models - sponsored Data
• Privacy management - Identity - Privacy dashboard
• Data management - Big Data analytics
• Open innovation - Developer friendliness - Simple and attractive APIs
2 catalysts: we need a strong alignment with ODE projects and artefacts, we are not interested by « just a demo of technolgy » Program sponsored by Orange Technocenter and Orange eHealth
Orange Datavenue
Orange created a new Customer Experience division last year key objectives:
• reinforce the link with our Customer experience initiatives
• test and deploy TMForum metrics and maturity model
• identify clearly what is « common best • practices » and what is « differentiators » • can TMForum establish a benchmark ?
1 catalysts: Big Data analytics -> reinforce the link with Orange
Orange: customer centricity
Thank you
Action Week Lisbon
Joann O’Brien
Action Week Lisbon What's New?
Structured Exploration & Prioritisation
Sessions
Driving for Pragmatic Solutions
Driven by Consumer &
Business Needs
Strategic Planning Session
Continuous Validation with Industry
Detailed Planning & Prioritisation
Output Reviewed & Validated with Industry
Collaborative Cycle of Activities• Board • Exec
Comm
• Industry
Strategic Planning
• Revaluation & Prioritisation
• Development
Feb 9th – 13th Action
Week Lisbon
• Review & Feedback
• Support Adoption
April 14th & 15th
Orange Paris
• Submit for Approval
May 1st Delivery Deadline
Fx 15
• Launch of Fx 15
• Adoption/Hackathon
• Next Step Evaluation
June 1st TM
Forum Live Nice
Statement of Direction Develop 1st Iteration of Output Fx 15 Review/Feedback/ Adoption
Monday Tuesday Wednesday Thursday Friday
Opening Session
CxO Drivers
Themes
Epics
User Stories
User Story Prioritization
Workstream Design
Stand Up Commit to Team
Workstream Kickoff
Daily Standup
Workstream Development
1st Iteration
Daily Standup
Workstream Development
1st Iteration
Commitment & Plan for Future
Delivery
Wrap Up Demos/Prizes
Frameworx Meetings &
Focused Catalyst Sessions
Action Week Structure
Newcomer Session Catalyst Session
Hosted Networking Demonstrations
User Story
Agile IT
User StoryUser Story
Business Canvas
Open Digital IoT
Business CanvasBusiness
Canvas
Business Canvas
Customer Centricity
Business CanvasBusiness
Canvas
Story reviews/ edits, Valuation, Prioritising, Iteration planning, team design
Iteration
Retrospectives
Stand up (Scrums)
Pitch backs and competitive peer reviews (voting)
Opening Session – Industry themes, strategic drivers, event structure
Conti
nuou
s te
sting
Event structure for action week Lisbon
30
TM Forum Live Catalyst
20 Approved Catalyst
Alignment Catalyst &
Collaborative Project
Demonstration &
Contribution / Feedback TM
Forum Live Nice
Participation Deadline Feb 27th
See list of Catalysts at RegistrationContact Jean Pierre or Program / Catalyst Lead
33
Home Team Badges
Available in Team Room
34
Expert Badges
Available at Registration
Customer Centricity TeamsCustomer Experience ManagementData AnalyticsMetrics
All together: • Customer Experience Management• Data Analytics• Metrics
Working with: Internet of things/Open Digital, ZOOM/VirtualizationFrameworx
CEM ROIData Analytics Use Case
Development
CEM360 Customer View
Omni Channel
Data AnalyticsPrivacy Risk ScoringAnalytics Big Data
Repository
Metrics DevelopmentIoT and ZOOM
Monday and Tuesday am“Define the What”
Tues pm“Do it!”
CEMUse Cases
Metrics
Data AnalyticseTOM Processes
Use Case Development
Metrics With CEM
eTOM Mapping
Wednesday“Do it!”
Thursday“Do it!”
Customer Experience Management
Session Leaders for the week:Jonathan Hopkinson, HuaweiJoerg Niemoeller, EricssonMike Jacobs, CSGIPaul Morrissey
Customer Experience Management
Objectives• Develop new ROI
model for CEM• Develop more CEM use
cases• Develop new omni
channel maturity and readiness models
• Baseline new 360 degree approach
• Extend metrics library
Why?• Service providers are
driving towards customer centricity, but it is a complex challenge
• So creating a library of tools and approaches from the collective knowledge of the industry is very powerful
Help Needed?• IoT and ZOOM reps –
we want to capture the future
• CEM SMEs – but you do not need to be an expert. We will teach you!
Data Analytics
Session Leaders for the week: Peter Livaudais, ParstreamMatti Aksela, ComptelSophie Nachman, OrangePaul Morrissey
Data Analytics Use Cases
Objectives• Add to our 51 data
analytics use cases -- especially in multi-party digital services (e.g. eHealth, smart anything) and virtualization
• Complete privacy risk scoring
• Explore development of a data analytics B2B2X API
• Start definition of the Analytics Big Data Repository
• Enhancements to building blocks
Why?• Data driven decisioning
is the way business is done today – all across organizations
• Create a structure for thinking about how to extract information from the data that adds value to the business
Help Needed?• Any analytics subject
matter experts• Privacy SMEs• Someone from the API
group• Experts on other areas
where they know they need to think about analytics, but need to learn how. We will teach you!
Metrics
Paul Morrissey, University of LiverpoolRebecca Sendel, TM Forum
Metrics
Objectives• Create knowhow for
defining metrics across TM Forum projects including IoT and ZOOM
• Define new metrics!• Map metrics to eTOM• Check out our new App!
Why?• You can’t manage it if
you can’t measure it!• We have 925 metrics
in TM Forum – imagine how powerful it would be to have them all mapped to eTOM processes?
Help Needed?• Anyone and everyone
who is interested in metrics or wants to add metrics to their work area
• No eTOM knowledge required. We will teach you!
All together: • Customer Experience Management• Data Analytics• Metrics
Working with: Internet of things/Open Digital, ZOOM/VirtualizationFrameworx
CEM ROIData Analytics Use Case
Development
CEM360 Customer View
Omni Channel
Data AnalyticsPrivacy Risk ScoringAnalytics Big Data
Repository
Metrics DevelopmentIoT and ZOOM
Monday and Tuesday am“Define the What”
Tues pm“Do it!”
CEMUse Cases
Metrics
Data AnalyticseTOM Processes
Use Case Development
Metrics With CEM
eTOM Mapping
Wednesday“Do it!”
Thursday“Do it!”
Revenue Assurance
Revenue Assurance
Objectives• RA Metrics• RA & Big data• RA Scenarios
Why?• Evolution in RA• Adapt to changing
reality
Help Needed?• RA, Business &
metrics experts• Marketing
Open Digital Program including ODE, IoT, Industry Verticals and Digital Services toolkit
Open Digital
Objectives• Develop Industry Specific Context
using the Digital Services Toolkit• Design and launch catalysts for
TM Forum Live! Nice 2015• Validate ODE with Catalyst teams• Launch Birds-of-a-Feather for
new topic areas• Review of Industry, IoT, and ODE
priorities• Cross team meetings
Why?• Connected Business
Scenarios drive the Open Digital Ecosystem
• Apply Frameworx and Identify possible core frameworks enhancements
• Cross teams connect the value
Help Needed?• Industry/Business
scenarios/IoT• Frameworx mapping• Cross Team – Privacy,
Frameworx, ODE, Customer Centricity, NFV
• Passion about the Connected World!
2015 Project Workstreams and Catalysts
Open Digital Program 2015Vertical Industry, Internet of Things, Connected Scenarios• Smart City• Smart Energy• Digital Health• Connected Car • Financial• Internet of Things (Consumer/Home//Industrial Internet)• Privacy
Digital Services Toolkit• Context (Business Canvases, Use Cases) to Components (Frameworx and beyond)• Industry and scenario examples
Open Digital Ecosystem Enabling Technology• API• Digital Services Reference Architecture• B2B2x/Partnering• Catalogue
ODP/ODE/IOT at Action Week IoT Topics SME Required Project Links Session LeadMonday Q1 Develop Industry specific context with
the help of The Digital Services ToolkitBuild out of Applied Fx for IoT, Industry
verticals, Connected Cars, Digital Services-Finance, Digital Health
Build out of The Digital Services Toolkitin IoT, NFV and Partnerships
Identify possible core frameworks enhancements
Design and launch catalysts for TM Forum Live! Nice 2015
Launch Birds-of-a-Feather for new topic areas
ODE Roadmap Validation
General Session
John Wilmes, Anders Viden, Washington
Tavares, Elaine Haher, Jean-Luc Tymen, Marek
Stawinski, Daniel Kuschinsky, Kevin
McCaffery
Q2
Discussion on Canvases and User
Stories Frameworx SME Q3 CEM SME Open Digital ProjectQ4 CEM ProjectTuesday Q1 Smart Grid Frameworx SME Smart GridQ2 Smart City Frameworx SME Smart City Q3 Digital Health Frameworx SME Digital Health
Q4
ODP Catalyst Reviews - Smart Grid
Wednsday Q1 IoT Frameworx SME
Applied Frameworx for IOTQ2 Frameworx SMEQ3 Frameworx SME
Q4
ODP Catalyst Reviews - Digital
Health Thursday
Q1
BoaF - Connected Car, Banking
Frameworx SME Open Digital ProjectQ2 B2B2X Frameworx SMEQ3 DSRA Frameworx SME
Q4
ODP Catalyst Reviews - Smart City
Action Week Plan• Form breakout teams• First pass: develop one or more
Contexts based on interest and experience, along with the Use Cases in the Business Scenarios
• Second pass: develop Sequence Diagrams and/or Process Flows for each Use Case
• Third pass: identify links to Touchpoints from Sequence Diagrams and from Process Flows, and from Touchpoints to APIs
• Currently defined Process Flows, Process Elements, Touchpoints, and APIs will be available
• Teams may identify and link additional Process Flows, Process Elements, Touchpoints, and (non-Forum) APIs
Key Resources
eHealth Application
NHS Business Model Canvas
Key Partners Key Activities Value Propositions Customer Relationships Customer Segments
Channels
Medical Device Suppliers• Type – Buyer- Supplier
Relationship• Motivation – Resource &
Activities Acquisition
Analytics Supplier• Type – Buyer- Supplier
Relationship• Motivation – Resource &
Activities Acquisition
CSP• Type – Buyer- Supplier
Relationship• Motivation – Resource &
Activities Acquisition
Maintain Medical Team• Category – Production
Maintain Medical Services & Records Platform• Category – Production
Medical Analytics• Category – Production
Medical & Analysis Team• Type – Human• Ownership - Owns
Consumer (Patient)• Type – Mass Market
Government (General Public)• Type – Niche Market
Consumer (Patient)• Motivation – Customer
Acquisition• Category – Self-Service
Government (Public)• Motivation – Customer
Retention• Category – Co-Creation
Insurer• Motivation – Customer
Retention• Category – Automated Services
Consumer (Patient)• Type – Web Sales• Phase – Purchase
Insurer• Type – Sales Force• Phase – Purchase
Consumer (Patient)• Better HealthDelivered through• Monitoring Services• Medical Services• Oversight
Government (Public)• Better Aggregate Health• Lower Medical CostsDelivered through• Partner Activities• Reports and Analytics
Integrated Ecosystem• Type – Physical• Ownership - Partner
Cost Structure Revenue Streams
Government• Pricing Method –
Bargaining• Generation Type –
Budget
Insurer• Pricing Method – Fixed List
Prices• Generation Type –
Subscription/Usage Fees
Consumer (Patient)• Type – Cost Driven• Class – Fixed Cost
Partner• Type – Cost Driven• Class – Fixed Cost
Consumer (Patient)• Pricing Method –
Fixed List Prices• Generation Type –
Usage Fees
Insurer• Lower Medical CostsDelivered through• Access to Monitoring Data• Alert Notification• Alert Response Team• SMS Notification
Insurers• Type – Niche Market
Analytics Platform• Type – Physical• Ownership – Partner
Medical Record Security• Category – Production
Medical Records Platform• Type – Physical• Ownership – Own
ZOOM
ZOOM Theme #1-E2E Management Hybrid and multi-operator
Theme 1 –E2E Management
Objectives• E2e Management
How to Guide • Hybrid Current and virtual
networks• Address multi vendor multi
administration• Novel SLA Control Loop
mechanisms using Big Data• Catalyst kick-off
Why?• Virtualization creates new
e2e Challenges• Link between service
performance and resources is dynamic mediated by Virtualization infrastructure
• How does that work ? And how does one manage it? How does Service assurance change
Help Needed?• Service
Provider oversight on Catalysts
ZOOM Theme #2-Transformation
Theme 2 Transformation
Objectives• Support process ,
workforce and OSS transformation
• Use practical case studies
• Catalyst vCPE
Why?• Agility• Agility needs agile
process and (OSS) systems
Help Needed?• Need NetOps
& DevOps experience
ZOOM Theme #3-Virtualization Operations Readiness and Procurement
Theme 3 Virtualization Operations Readiness and Procurement
Objectives• Virtualization
Packaging• Federated Service
Catalogue/ Directory
• Virtualization Maturity Model
Why?• Support NFV
procurement and operations
• Support procurement and organization transformation
Help Needed?• More SP
procurement input to validate proposals
ZOOM Theme #4-ZOOM Foundational Studies
Theme 4 ZOOM Foundational Studies
Objectives• Information Model:
Sets, graphs, Event , catalog, domains
• Security• API Describe formal
ways of building APIs • Policy Management• OSS futures ( Delta on
DSRA/SES)
Why?•Foundational study development on common requirement
•Address common technical solutions to support ZOOM business themes
• Work with FX to achieved converged solutions
Help Needed?• Domain
experts
NFV Security Orchestration
NFV Security Orchestration
Objectives• Develop a dynamic E2E
security orchestration solution Concept for an NFV environment.
• Align with Frameworx• Identify applicable security
APIs• Agree on customer-focused
NFV security priorities • Agree on User Context for
Security Policies• Incorporate NEP, Security
and Orchestration competencies
Why?• The benefits of NFV/ZOOM
will be enhanced w/ security implemented at the start
• Having policy-compliant security in place for any instantiation of the virtualized infrastructure and service is critical
• By gathering user and traffic profiles, we can apply security w/ context that is focused on use & business cases
Help Needed? Requirements for user profiles
Deployment thoughts: ISV,NEP,CSP
Regulatory concernsPoC timeframes and packaging
Benefits of security specialization
Threat data capture and ingestion
Integration concerns with broader orchestration solutions
Privacy Management
Privacy Management
Objectives• Develop a template for a
‘Privacy management Dashboard’ that will give customers/end users control over what, and how, their data is used
• Identify use-cases• Identify underpinning APIs• Align with Frameworx
Why?• Restore the trust &
confidence of the end-user• Automate default privacy
settings for regional legislation
• Get ahead of legislation • Proactive response to
media portrayal of ’big business’
Help Needed?• Everyone has a view
on privacy – use-cases• Everyone involved in
their company’s own privacy program
• Companies willing to share information about an end-user, an object, wanting to comply with laws & regulations
API TEAM
API - Ecosystem
Objectives• The work of the forum
should leverage and enhance other standards and APIs
• The hard work of the forum should be even more powerful when combined with the work of other standards bodies
Why?• The forum has always
operated as part of a larger ecosystem, however with IoT, NFV/SDN, digital, etc. the speed and role of the forum’s work is shifting rapidly
Help Needed?• Are you
participating in FI-Ware, Eclipse IoT or MEF
• Do you know the TMF API Ecosystem ?
API – E2E Processes & APIs
Objectives• Expand the TR241 API
Business Guide to include IoT use cases and On-boarding scenarios
• Establish API touch-point mappings for B2B, service fulfilment and assurance
Why?• Much of the work
developed in the Open Digital API Business Guide applies very well to IoT, but will need some revisions
• Create linkage between the NBN Co contributions and the API Ecosystem
Help Needed?• Past / current
participation with IoT e.g Smart City
• Worked on B2B2X and other touch-point related activities
API - Agile and Common Foundations
Objectives• Create commonality
and rigor across all APIs around Dynamic content
• Easy for TMF and non-TMF developers to leverage and extend published APIs
Why?• Dynamic Content is
required in many contexts
• APIs must be easy and obvious to developers
• Swagger 2, JSON Schemas and Developer Portal are all important to developers and essential for adoption
Help Needed?• Individuals with
Swagger 2, JSON Schemas experience
• API Developer Portal development interest or experience
API – Development & Maintenance
Objectives• Cerate and execute
adoption plans across the broad set of APIs
• Complete the work on Service Activation Ordering and Provisioning APIs
Why?• APIs need to be
shared with other Ecosystems for early adoption i.e MEF
• The APIs need to be broadly adopted and aligned with strategic objectives
Help Needed• Members that can
bring ideas to the teams around adoption
• Experience with other API ecosystems
Frameworx
Frameworx
Objectives• Identify strategic
program Fx enhancements by working with them Mon-Thu
• Further develop Fx eTOM/SID structure enhancements (Fri)
Why?• Align TM Forum-
wide deliverables by supporting strategic program project requirements in Fx
• Fill known eTOM/SID gaps
Help Needed?• Members
contributing to achieve both objectives
• Experienced process analysts / information modelers (Fx knowledge not mandatory)
Networking
MONDAY
Newcomer session: 8:00am Monday
Happy Hour: 6:30 in Bar Cristóvão Colombo
TUESDAY
Catalyst Session: Anyone interested in catalysts 8:00am
Demos and Happy Hour: Galeria 6:00 – 7:00 pm
THURSDAY
Wrap Up Reception Galeria 7:00 – 8:00 pm
Event Wi-Fi
WiFi Network – miragemwlan
Password – Miragem123
Printed on Daily Agenda available at Registration
Emergency Logistics
In case of an emergency evacuation;
Meeting point across the road in front of hotel
Meeting Rooms
During Meetings!Only use laptops where is it essential to follow
proceedings during the meeting
Use breaks & Lunch to check email etc
Be In The Room!
Have Fun Collaborating!
ZOOM: Sala III
Customer Centricity: Sala VII
Open Digital: Sala II
