© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Customer Choice Drives IT Change
Hubert Truong
Technology Solutions Manager Business Support Systems & IT
Vodafone Hutchison Australia (VHA)
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Agenda
Company Overview and Introduction
Our Challenge
Business Benefit and Impact
Solution Architecture
Implementation
Best Practices and Lessons Learned
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Vodafone Hutchison Australia – The Company
Joint venture of Vodafone Australia and Hutchison Telecoms Australia (formed via merger in June 2009)
Three main brands
> 6 Million Customers and > 4,000 Employees
Fastest growing mobile provider in Australia
27% market share
> 500 exclusive retail outlets and a broader retail sales network with over 10,000 points of presence
Major integration program underway to enable post-merger consolidation – without disruption to customer experience
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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The VHA Story
We will be the
most recommendedmobile operator by delivering
simple, affordable innovationat the lowest costto our customers
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Introduction
Customer choice is forcing us to better ourselves
Walk out working – Immediacy is a must
28% growth in 2009 (within 3 Mobile Business)
Products are becoming more complex with more options
Provisioning and order management platformwhich must cater for
End to end coverage and proactive monitoring
Near real time
Highly available, reliable and scalable
Management of more varied and complex processes
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Introduction
The Project
New Hardware Technology
New OS
New TIBCO Product Stack
Complete Swap-Out of our Technical Order Management (TOM)
TOM hosts 55 Processes managing 105,000 Tx/Day
Central to all customer interactions
Full heart transplant … what could go wrong!??
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Challenges
Business Challenges Technical Challenges
Global Oracle Site License for FusionWhy Pay for BE?
Multiple system dependencies -downstream stoppage causes upstream issue
Existing deployment was working. Why change?
Limited to no support of legacy apps
Merger activities. Will this all be wasted?
No SLA reporting & management
Will not cater for future vision of services
Evolving and maintaining aging platform carries high cost and time
Dramatic increase in customer interactions (esp. Self Service)
No High Availability or Redundancy
Increased competitiveness – we’re good at time to market but can we get better
Was a major disaster imminent?
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Business Benefit and Impact
Hubert Truong
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Benefits
Continue to meet Customer expectations
HA capability helps ensure SLA compliance, protects business revenue
Improved reliability and support
Reduced cost of operations
Reduced error resolution time
A framework for the future
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Benefits
Drive down OPEX and CAPEX costs:
Development costs will be lower in BW & BE, as the development methodology is easier to implement
The ESB provides SOA capability to the environment where new applications can integrate into a single point/system minimizing costs of integration and new/existing services
TIBCO-exposed services can be leveraged by any application requiring integration into our core systems
We will have support from TIBCO for any core patches/technical support as we will now be on supported versions
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Solution Architecture
Maroun Azzi
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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High Level Architecture
Asynchronous Orchestration and State
TIBCO BusinessEvents (Inference Agent, Cache Agent, Query Agent)
EMS Queue
Audit/Error
TIBCO BusinessWorks
Dispatcher (Communication with PeopleSoft Adapter and
the end-systems
TIBCO BusinessWorks
Mediator (EMS/RV Translator and communication with end systems)
TIBCO BusinessWorks
Adapter
MNP
Adapter
SMD
Adapter
IMEI
Adapter
SV
Adapter
Tertio
Adapter
CCV
Database
Oracle 10g
Rendezvous
MessagingSecure
VaultMMS SSM SEAdapter
NMS
Adapter
People
Soft
BusinessEvents
Backing Store
Weblogic Application Server
TIBCO BusinessEvents
Componets
TIBCO BusinessWorks
Components
Legend
Custom Adapter/Bridge
Components
Runtime Layer
Monitoring and
Management LayerTIBCO Administrator TIBCO Hawk Agent
HTTP, SOAP,Other
Fetcher
TIBCO BusinessWorks
Poller
TIBCO BusinessWorks
TOM GUI
Adapter
NAI_SA
Adapter
Checker
Main Solution Capabilities of TOM• TIBCO BE provides real time provisioning layer to deliver
introspection, manage high volumes, dynamic transactions and state management
• HA is achieved through application load balancing and fault tolerance for TIBCO components and external load balancers for HTTP Server via Oracle RAC
Platform monitoring, redundancy
and availability
• TIBCO EMS receives and sends events to TOM platform to move the process through each of the steps in the flow.
• TIBCO BW is responsible for integration to the end systems via respective adapters.
Integration and
Connectivity
• TOM UI is a custom built UI to enable or disable particular process flows in the TOM solution
• TIBCO Administrator is used by System Administrators for the management of the TIBCO Components in the TOM solution.
User Interface
• TIBCO RV is used for all communication between the TOM System and the adapters to each of the other OSS/ BSS systems (Tertio, SingleView, MNP etc.)
Messaging Layer
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Future
proofing
Risk
mitigation
Solution Overview
Implement a provisioning platform to cater for
State management
Loosely coupled lightweight layer to provide scalability and throughput
Dynamic platform for managing the state of in-flight orders
Rules-driven platform to enable quick turnaround on short term campaigns / product offerings
Example: Recharge and Win
Goal Efficiency Stability
Improved
business
support
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Platform Focus
Vision to reduce from 5 systems (TOM, Tertio, Hades, Tundra and Stargate) to 1
Consolidate orchestration engines to reduce complexity
Reduce administration and operational costs
Improve stability under high load
Modernise TOM to support Oracle 10G
Future-proof against requirements & possibilities
Reduce time-to-market for new services
Scale for peak periods
Complex bundling and set up / tear down
SLA management
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
Implementation
Hubert Truong
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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POC - validate the benefits of a new approach using Complex Event Processing (CEP)
Project timeline 6.5 months
On time and on budget
Successful teaming arrangement
Phased deployment Minimum Business disruption
Implementation Details
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The Project Team
BSS & IT Portfolio Manager
BSS & IT
Program Manager
BSS & IT Solution Architect
BSS & IT Infrastructure Solution Designer
Application Solution Designer
Infrastructure and Environment PM
Test Lead TCS Delivery PM
TIBCO Developer
TIBCO Designer
Telco Architect
Design & technical Lead
TIBCO
VHA
TCS
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Best Practices and Lessons Learnt
Mission critical system required trusted technology platform
Not all platforms are equal. We required:• Technology heterogeneity
• End to end management, monitoring and integration
POC is the best way to demonstrate new technologies and Vendor capability
Setting it right upfront, reaping the rewards later
TIBCO involvement crucial to project success
Especially where new paradigm and technologies are being used
Local presence Global Network
Skills transfer is key to future operational success
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Best Practices and Lessons Learnt
Testing
Automation where possible
Performance testing
Ensure you have strong Project Management
On Time On Budget cannot be achieved without it
Ensure you have strong technical leadership
Critical to quality and timely delivery
Ensure the right Governance is in place
For support and coverage
© 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
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Wrap Up and Summary
Customer choice means we must
Release new products to market quickly and reliably
Real time provisioning – Walk out working
Getting Business buy in and understanding of system lifecycle needs are key to success
Selecting Product is as much about the Technology as the Vendor
Leverage your Partners, know their strengths (and weaknesses)
Take the time set it up right upfront