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CASE STUDY: BSS/OSS Transformation to enable

the DevOps centre of the future

Vjekoslav Aleksić (IT CRM Solutions Director)

Igor Musa (Order Management Project Director )

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Hrvatski Telekom (HT)

2.234.000

Mobile Customers

752.000

Broadband Internet

1.007.000

Fixed line Customers

401.000

IPTV Customers

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Hrvatski Telekom (HT)

Ownership Structure HT Group Members

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Business Challenges and Drivers

Instant Time To Market

OmnichannelDigital

Interactions

New Business Models

OperationalAgility

Improve Customer

Experience

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IT, but also business transformation

Business (IT) transformation program

IT transformation without product portfolio complexity reduction and optimizing E2E processes

won’t bring expected business benefits on time

IT Transformation

CRM ✓ Timeline

✓ Resources

✓ Business KPI’s

OM

Billing OSS

X

Business Transformation

E2E Process Design

Product Portfolio Design

HighMedium

COMPLEXITY FACTOR

Low

X

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Our approach

Transformation Program Strategy

Methodology

Joint Project approach

Take responsibility

Simplify• Reduce product portfolio complexity• Simplify E2E business processes

• HT taking role of System Integrator• Starts with Catalogue driven Order Management (OM) custom solution to mitigate

integration risk and reduce customizations on COTS solutions (COTS solutions of CRM, OSS and Billing)

• TM forum frameworks (eTom, TAM, SID)• Agile OM development• Gaining flexibility to adjust to changing business needs by implementing DevOps

• Balance implementation threads and chances• Engaging both IT and Business departments with a common goal and outcome

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HT Transformation’s projects

Product Portfolio Simplification

E2E processes

CRM

Order Management

Billing

OSS

Responsible Supporting

HT as System Integrator

• IT architecture• Infrastructure• System Integration• Test & Release• Data Migration

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Product Portfolio Simplification

Three Phases to Support Program

Complexity assessment Migration

1

Retirement plan for Products & Tariffs

Complexity

Reduction short to mid term

Complexity prevention mid to long term

tTariffb ProductcProducta

Target portfolio definition

2 3

Portfolio complexity assessment

Business case calculation

Target portfolio design

Implementation planning

Migration approach

Processes & IT impact

Simplification levers definition

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E2E Processes Design

O2P R2C T2C P2S C2S U2P

…to model new HT process end-state *1We used and collect set of available inputs…

▪ System functionalities &

vendor inputs

▪ AS-IS processes & design

principles

▪ Business requirements

▪ eTOM process maps

▪ Process domain issue list

from business SMEs

▪ ARIS tool

Inputs

Tool

eTOM standard process

flows with building blocks

Master process

(applicability to HT)

Process models on level

4 (how-to-activities with

application and data

elements attached)

Department

R2A

*1 O2P = order to payment, R2C = request to change, T2C = termination to change, P2S/C2S = problem/complaint to solution, R2A = request to answer, U2P = usage to payment

We follows industry standard to model 7 customer facing processes

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HT Role as System Integrator

Infrastructure

Test &

Release

Training &

Education

Migration

System

Integration

Communication

▪ Approach balance implementation threads and chances

Utilize HT existing experience from previous convergent projects,

Transparent responsibility and governance

Managing integration across design, delivery, test and deploy

▪ E2E SI Governance is defined at program level, with coordination andconsultancy from Design Authority board

▪ Safeguarding continuous alignment with BAU and other IT enabler projects

Introduced dedicated teams for specific roles and responsibilities

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HT Role as System Integrator

Govern E2E process and solutions delivery from design to execution

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DevOps and Agile Approach

▪ DevOps architecture

JIRA issue tracker

GitLab versioning server

Jenkins build automation

Gradle build tool

Nexus repository ….

Order Management is developed using DevOps and agile development

approach

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DevOps and Agile Approach

▪ Frontend technologies: Javascript (Ember, Angular2)

▪ API gateway: TYK

▪ Backend technologies: Springboot

▪ Database: Oracle 12c

▪ Caching: Redis, Hazelcast

▪ Logging: Elastic stack

▪ Servers: Tomcat, NGINX

▪ Docker, Consul, HA proxy, Graphql

Order Management is developed using modern technologies

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DevOps and Agile Approach

It’s not only about changing IT systems

New systems must ensure powerful and configurable functionalities to reduce future TTM

Designed considering all TO BE requirements, with respect to TM Forum guidelines (eTOM, SID)

systems will provide reliable, stable production environment

Introducing new development process & tools, development process will be faster, more transparent

and efficient

Introducing Devops, there is working culture as well as organizational change

Introducing Agile approach, IT will be more prepared to respond to dynamic telco environment

Only with such, full-scale Program deliverables, we won’t plan new

Transformation soon after

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Q & A

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BACK UP

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Product Catalog Based on SID

RESOURCE

Resource Specification

Resource

SERVICE

Service Specification

Service

PRODUCT

Product Specification

Product

Strategic Product Portfolio Plan

Product Offering

Product Performance

Product Configuration

Product Test

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HT Role as System integrator

Split of responsibilities in HT System landscape

Data Migration Vendor + HT CRM/OM/Billing/OSS Vendors

Legacy Apps

Legacy

Extract Files

Donat

Clarify

Billing

Components

Eventus

DIS

MDM

Siebel CRM Environment

Netcracker RBM Environment

New OM Environment

Comarch OSS Environment

Impacted Legacy Environment

Sebel EIM Sebel DB

Netcracker RBM

OM

OSS

DB 1 DB n

EXTRACT LOAD

MIG Environment

STG Intermediate

Database

PL/SQL

Transformation

PL/SQL

PL/SQL

PL/SQL

TRANSFORM

DB Extract

HT

. . .

EIM

E2E Migration Governance

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HT Role as System Integrator

▪ In total 65 platforms to test!!

Govern E2E Test & Release Processes

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HT Role as System Integrator

Goals

To build flexible,

scalable, robust and

reliable infrastructure

On time and with top

quality

To be able to react on

sudden demand for

infrastructure resources

High UX

To meet all business

goals and expectations

DBA

Infra

Experts

Sys

Admin

IP

Admin

✓ Standardization

✓ Consolidation

✓ Virtualization

✓ Automation / new technologies

✓ NT/IT Convergence

✓ Traditional Infrastructure 2Software Defined

✓ Make complexity manageable

… Eventually it’s all about lowering TCO and higher ROI

Common infrastructure standards and governance for all new systems