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1
Customized Infrastructure
Care
(CIC)
Consulting approach
for SLA monitoring & ITIL compliance
2
1-Orange Business Services
Who we are ?
Our Customers
partnerships with leaders
Our strengths & abilities
Introduction to Our Products & Services .
2-CIC ?
Customized Infrastructure Care
Missing in version 1.0 & needs for version 2.0
Positioning. Customer benefits from version. 2.0
CIC Ver. 2.0 Design.
a) Data flow
b) Hi level design
ITIL compliant. how to reach this Capability
3- Project Plan
CIC Implementation Framework (project phases)
4-Meet customer expectations & needs.
Our strengths & abilities
In order to meet customer expectation
Thank you
Agenda
3
Orange Business
Services
4
One of the commercial brand Orange
Best global operator World
Communication Awards
2006,2007,2008 ,2009
Our services: voice, broadband, data,
content, access, signage, VoD, security,
sensoring etc. for consumer, enterprises,
government & institutions
193 million customers worldwide
2.4 million TV customers by Q1 2009
(+65% YoY)
300.000 customers to Orange channels
Specialized BU/affiliates for multinationals,
broadcast, contents production, protection
& others…
source: Orange - http://www.orange.com/en_EN/products/
Who we are ?
6
partnerships with leaders
defend preventcontrol
IPVPN
protected
active
prevention
patch
management
personal
anti-virus
on-proxy URL
filtering
managed
anti-virus
managed
firewall
reverse-proxy
forward-proxy
messaging
protection suite
unified defense
personal
firewall
secure
authentication
IPSec
PKI
application
layer SSL
managed
employee
accesssecurity
event
management
7
Introduction to
Our Products &
Services
8
Introduction Our Products & Services
Networks Telephony Mobility IT Solution Prof.
Services
LAN WANPerformance
ManagementVoice
TelephonyIP Telephony
International
Ethernet Link
Internet Direct
Internet VPN
IP VPN
Managed Ethernet
Link
Network Protect
Optical Link
Satellite Network
SOS Premier
SOS Select
Vendor
Management
Service for
Network.
Service Transition.
Equipment
Leasing.
Expert Access
Managed LAN
Managed WLAN
Operational
Support Services
Enterprise Application
Management
Enterprise Application
Management Blue Coat
Enterprise Application
Management Riverbed
Enterprise Network
management
Network Boost
Network Acceleration
Application
Business Talk
Telephony
Services
Enterprise
telephony
Enterprise
telephony Alcatel
Enterprise
telephony Avaya
Enterprise
telephony CISCO
Enterprise
telephony
Ecosystem
9
Introduction Our Products & Services ( Continue )
Networks Telephony Mobility IT Solution Prof.
Services
Data-Mobile
SolutionSecurity IT Infrastructure
management
Mobile Telephony
Mobility Services
Mobile Devices
Roaming &
Coverage
Business
Everywhere
Managed Mobile
Mobile SSL
Secure My
Device
Secure
Authentication
Active prevention
Cash
Management
Managed
Antivirus
Managed Firewall
Secure gateway
Unified Defense
Web Protection
Suit.
Managed
Employee Access
Net Hosting
Server
Management
Applications
development .&
system
integration
Portails &
mobile services
development.
Broadcast
System
10
Introduction Our Products & Services ( Continue )
Networks Telephony Mobility IT Solution Prof.
Services
Consulting Service Management Project & Program
management
Consulting
Services Customized
Infrastructure Care
Partner Select
Program
Service Select
Service Select
Customized
Web Source
Web Vision
My Service Space
Program
management
Project
management
Consulting &
Solution
Integration
Deployment
Services
Maintenance
Service
Maintenance
with Cisco
Services
PBX
maintenance
Quality Audit &
testing
Technical
Services
111111
CIC ?
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Customized Infrastructure Caresimplifying service management for enterprise’s complex ICT infrastructure
Orange VPN
Local PTT
VPN Regional
Telco VPNCustomer Managed
3rd Party ManagedOrange Managed
flexible offering
framework
aligned to ITIL
one point of
accountability supported
by dedicated teams
enhanced tool set:
advanced capabilities,
more control
WAN/LAN devices :
• Orange managed
• Customer/Orange
co-managed
• Customer Managed
• Third-party
Managed
Custom Dashboards
and On-line Portal
with real-time data
Orange Customized Infrastructure Care
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cannot monitor all devices within
a customer’s infrastructure
up/down fault monitoring only on
co-managed devices
limited configuration control (none
for co-managed devices)
manual ITIL process correlation
in CS&O
no customer visibility to ITIL
processes
high cost, slow to implement
dedicated infrastructure
inflexible, long develop. time for
system upgrades; network centric
Missing in version 1.0 & needs for version 2.0
CIC1.0
able to monitor all MIBs devices
within a customer’s infrastructure
(OBS managed or unmanaged)
and LAN or VMS )
fault, configuration, performance
monitoring for all devices
comprehensive configuration
control for all devices
systematic ITIL process correlation
incident / problem/ change/ config
)
portal with ITIL process and device
relationships visibility
low cost, quick to implement
virtual infrastructure
flexible, highly customizable,
services platform
CIC2.0 Capability
14
Positioning
FT Group has developed the strategy to move beyond the
network to network related services and real time business.
CSI mission in Orange is as the integrator business unit
CIC provides the enabling service management offer
– however, CIC1.0 does not deliver on all capabilities promised
CSI BU began looking at options to fill the gaps
– existing tools could not meet new business requirements
– purpose-built tools are required
People: Consultants, Project Mgrs and & Customer Service Mgrs.
peo
ple
pro
cess
technology
yourbusiness
ICT infrastructure
IT servicemanagement
IT businessmanagement
yourbusiness
ICT infrastructuremanagement
Process: ITIL, ETOM, Six Sigma, Synergy, ISO 20000
Technology: Network, EAM, IPT & IT Services
Customized Infrastructure Care
People: Consultants, Project Mgrs and & Customer Service Mgrs.
peo
ple
pro
cess
technology
yourbusiness
yourbusiness
ICT infrastructureICT infrastructure
IT servicemanagement
IT servicemanagement
IT businessmanagementIT business
management
yourbusiness
ICT infrastructuremanagement
ICT infrastructuremanagement
Process: ITIL, ETOM, Six Sigma, Synergy, ISO 20000
Technology: Network, EAM, IPT & IT Services
Customized Infrastructure Care
more competitive services
ability to try and buy with offer scaling
small number of devices initially
ability to easily expand managed
services to 3rd party devices
More flexible and advanced capability
to address customer specific
business requirements
customer benefits
15
CIC Ver 2.0 Design Data Flow
Service Now
Orange Pollers
PCSNMP
Service OperationService Operation
Orange
CustomerOrange Customer
Double
Polling
Customer LAN
ECSD
B
REFO
My service Space
Orchestra
Clarify
Orion Config
Manager
Orion
Performance
Manager
SQL Database
SRV
Trap Collect
Trap Selection
Trap converting to
Orchestra
TCSNMP
Orange Managed CEs Customer and 3rd party managed
network Boxs
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Fix Agency
Orange Technical Services
or 3rd Party Vendor
Service Desk
Designated
support
Fix Agency
Escalation Model
CxO/
Manager
Tulsa
IPSec-only sites
Cisco routers
firewall
Secure
Proxy
Customer DMZ
(Oakhill datacenter)
PC & TC SNMP
Pollers
fault & perf.
managerconfig.
manager
Cust. media
tool boxOrchestr@ Back-Office
Server Farm
Control Net
Rennes, France
Customer Portal
Phone
Online
Portal
CSM Reporting
CIC High Level Solution Architecture
end
user
support
Nortel
VPN routers
Dual
connected sitescustomer
IPSec Network
Customer
IPVPN Network
IPVPN-only sites
Orion
Servers
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ITIL Compliance How to reach this capability ?
By introducing two particular equipments :
1 - Service Now platform :
Service-now is a platform of applications designed to manage ITIL processes, the platform is provided as Software as a
Service, and one customer can have multiple instances of the same platform.
The platform is accessed over the internet using a supported internet browser. It supports integration with many other
applications and services, more of which can be read about at the integration portal.
Orange & customer share the same level of knowledge
in real time. Customer can directly request a change or
register an incident or consult the status on an existing
problem etc ..
A strong adherence with ITIL.
The customer equipment integration is simple
As an excel sheet filling !.
The reporting based ITIL, is accessed via an URL
and the data integration build a coherent CMDB.
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ITIL Compliance How to reach this capability
?2 – An ORION poller and configuration module integrated platform
The aim of this shared poller is a MIB capture coming from Orange non managed and Orange managed equipment.
Orion captures all fault, performance, advanced MIB metrics for both customer and Orange devices.
This poller is able to :
- MIB and MIB2 monitoring values for Up/Down alarm.
- SNMP trap catching for alarm raising as necessary ( threshold notification )
- Fault management, configuration management and monitoring for all customer devices.
- Configuration control for all devices
Configuration changes in progress with report and status
Problem notification per
Equipment
Monitoring view
Under map format
1919
Project Plan
20
CIC Implementation Framework (project phases)
Services Baseline Services Validation Services Activation
remote & on-site validation assessment low-level design
Services Ready
Services Extension
C2A Labs new deviceor feature testing / integration
high- level design
business change & annual baseline/validation update
process
improvement
operations
build/activate/implement
Services Baseline Services Validation Services Activation
remote & on-site validation assessment low-level design
Services Ready
Services Extension
C2A Labs new deviceor feature testing / integration
high- level design
business change & annual baseline/validation update
process
improvement
operations
build/activate/implement
Gather Requirements
Internal Project Team
Alignment
Project Work Products
Initiation/Planning Phase
Kick Off meetings
Event Management Design
Service Desk Design
Technical Support Design
Vendor Management
Design
Service Now Design
Resources assigned
Establish India CIC Team
Implement CIC platform
Live test CIC
Full deployment
Schedule Work Package
with Lab
Perform Lab Kickoff meeting
Services Extension Testing
Services Extension Design
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Op
era
tio
na
l C
ap
ab
ilit
ies
Time
Phase 4
Phase 3
Phase 2
Phase 1
Launch
Design Phase
CE router model
Required IPBW for
Customer Site in Oak
hill
Size of Required Logs
to be monitored
IP address space used
to be configured
Etc..
Assessment:
Taking the following
considerations:
Network services
System Services
Operational
Business
Implementation & test phase :Install the pre-
designed topology
after agreement
Test accessibility
from both OBS and
Customer teams.
Application features
and ( SN , Clarify,
service vision ,)
make test
scenarios.
Operation Conduct
Production
Service to be
transferred to
Operation for
production.
22
Meet Customer Needs
23
our strengths & abilities
we are technologies agnostic, we will design a solution that fits
we do not stop at the design: we know to implement, run, maintain and transfer
we have already delivered ICT strategies for new developments that include automation, BMS, ubiquitous services, M2M or radiofrequency solutions...
we’re are comfortable with innovation (R&D teams ready to support)
we are multi-cultural and skilled: the real estate practice comprises high graduates & professionals from US, Europe, Middle East and Asia
we are big & agile: we can raise resources and support from local team and experts within the organization.
24
In order to meet customer expectation for time and quality the following have to be done:
To be able to understand process you need to have control points allowing you to gather metrics on the process.
All process change and additions should be based on business need, I lump this under consistency as this part of consistency on how process is created.
Ensuring the processes are transparent and correctly followed.
Ensuring exceptions and undesired outcomes are identified and dealt with by the process manager.
Ensuring that the required reporting and audit trail of the actions taken by process managers are properly recorded.
Identifying the non-compliancy, risk and weak points in the process and taking appropriate measures.
Accountability for both individual process steps and the entire end-to-end process is assigned to the correct individuals.
2525
thank you
Orange, the Orange mark and any other Orange product or service names referred to
in this material are trade marks of Orange Personal Communications Services Limited.
© Orange Personal Communications Services Limited.
France Telecom Group restricted.
Ahmed Ismail
Solution Consultant
002-012 088 5358
