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Eric Kisiel of Charter and Brian Cappellani of Sigma Systems gave this presentation to telecom operators at Telemanagement Forum's Management World - Americas event in December 2009. It covers how service providers can unify their services layer to more easily create & deliver triple-play bundles.
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IT Transformation Case Studies I:From CSP to Next Generation Operator
Eric KisielDir. of Platform Integration – EngineeringDecember 2009
2
Charter Overview
4th Largest US Cable Operator
Triple play service provider (Video, HSI, Telephone)
Customers (12.6 million RGUs as of Sep 2009) 4.9 million Basic Video 3.2 million Digital Video 3.0 million HSI 1.5 million Telephone
Company Performance (Jan – Sep 2009) Adjusted EBITDA growth of 9.5% on an actual basis compared to
2008 Revenue growth of 4.6% on compared to 2008
3
Personal experience
10+ years in industry (ISP, Cable)
Enterprise Architect for Service Delivery and Assurance at Charter
OSS, EMS, NMS, & BSS for primary and ancillary IP delivered services
Principle student from the school of hard knocks Participation in complete business transformation multiple
times
4
Operational transformation is the cost of doing business
Market & Legal pressures drive change regardless of an organization’s preference or readiness
The business demands that we.. Keep pace with the customer Keep pace with technology Grow the business around existing and new revenue streams
Do more, with less, quicker than last time
5
Charter’s transformation over the last 3 years Reconstruction of back office
Migration to a single billing platform Flow through provisioning for Data and Voice service lines Service Bus introduction to loosen application integration Inventory management system Identity Management Decommissioning of many duplicative applications to streamline and stabilize
operations
Reconstruction of front office Recreation of .com platform
Focused on streamlining ordering process, and providing better visibility into services and billing status
Recreation of .net platform Focused on more expansive, personalized, holistic service experience
Refinement of installation technologies and procedures
6
Keys to success Know what is broken and how to fix it
Make sure that root causes are identified Avoid the temptation to force a problem into a solution
Pick a strategy and see it through Determine roadmap, critical enterprise pivot points, and gather true business
support and focus Avoid the shiny project syndrome
Align the technology with the business Understand the target experience and key drivers Focus on the customer and support organizations
Plan for how to deal with what you don’t know
Leverage industry and peer experiences as much as possible
7
The value of industry standards provided by TMForum
eTOM & IPDR are providing significant value on an ongoing basis
eTOM helps frame complicated conversations within clean boundaries
IPDR helps drastically reduce escalating infrastructure investments
Thank you
© 2009 Sigma Systems 8
About Sigma SystemsAbout Sigma Systems
Global Leader in Advanced IP Service Management Solutions
• Over 12 years dedicated OSS development & deployment experience
• Global offices (Canada, India, EMEA, APAC and CALA)
• 50+ Deployments Worldwide
• Over 100 million services managed across Voice, Video, Data, and Multi-media services
• Proven, pre-integrated solutions for Triple and Quad Play (Voice, Video, Data, Content and Multi-media) services delivering:
Fulfillment, Active Mediation, Subscriber Information for Advanced Advertising
© 2009 Sigma Systems 9
What We DoWhat We Do
Award-winning Advanced IP Service Management Solutions
Automate the delivery of new services, over any network technology to any device – Voice, Video, Data, Messaging, Content and Multimedia services
• Advanced Order Management• Service Provisioning and Activation• Service Resource Management • CPE Device Provisioning
Manage the collection and exposition of information from the network• Active Mediation• Advanced Advertising Personalization
© 2009 Sigma Systems 10
Sigma Delivers the Service LayerSigma Delivers the Service Layer
Providing the abstraction of the network and resource layer from a two-way perspective
Ability to interact with upstream applications to:
• Accept provisioning requests and real time events to “push” information to the network and resource layer:
• OSS/J Order Management & Provisioning APIs
• Retrieve (“pull”) information from the network layer and enrich it to provide an aggregated, unified view of the subscriber, their services and their usage of the services
• IPDR-based messages
• Respond to requests from upstream systems around this subscriber information in real time
© 2009 Sigma Systems 11
TeleManagement Forum eTOM modelTeleManagement Forum eTOM model
OperationsFulfillment Assurance Billing & Revenue
ManagementOperations Support & Readiness
Service Management &Operations
Resource Management &Operations
Supplier/Partner RelationshipManagement
Customer RelationshipManagement
Retention & Loyalty
Customer Interface Management
Selling
Resource Data Collection & Distribution
Supplier/Partner Interface Management
S/P PerformanceManagement
S/P Problem Reporting &Management
S/P Requisition
Management
ResourceProvisioning
ResourceTrouble
Management
ResourcePerformance Management
ServiceQuality
Management
ServiceProblem
Management
CustomerQoS / SLA
Management
S/P Settlements& Payments
Management
Service Guiding & Mediation
MarketingFulfillmentResponse
S/PRMSupport &Readiness
SM&O Support &Readiness
RM&O Support &Readiness
CRM Support &Readiness
ServiceConfiguration & Activation
OrderHandling
ProblemHandling
Bill Payments & Receivables Mgt.
Bill InvoiceManagement
Manage Billing Events Charging
Bill InquiryHandling
Resource Mediation& Reporting
Manage Workforce
Sigma
© 2009 Sigma Systems 12
Service Layer InformationService Layer Information
Brings together relationship of : Subscriber – Services - Network
Leveraging this information is key
OperationsFulfillment Assurance Billing & Revenue
ManagementOperations Support & Readiness
Service Management &Operations
Resource Management &Operations
Supplier/Partner RelationshipManagement
Customer RelationshipManagement
Retention & Loyalty
Customer Interface Management
Selling
Resource Data Collection & Distribution
Supplier/Partner Interface Management
S/P PerformanceManagement
S/P Problem Reporting &Management
S/P Requisition
Management
ResourceProvisioning
ResourceTrouble
Management
ResourcePerformance Management
ServiceQuality
Management
ServiceProblem
Management
CustomerQoS / SLA
Management
S/P Settlements& Payments
Management
Service Guiding & Mediation
MarketingFulfillmentResponse
S/PRMSupport &Readiness
SM&O Support &Readiness
RM&O Support &Readiness
CRM Support &Readiness
ServiceConfiguration & Activation
OrderHandling
ProblemHandling
Bill Payments & Receivables Mgt.
Bill InvoiceManagement
Manage Billing Events Charging
Bill InquiryHandling
Resource Mediation& Reporting
Manage Workforce
© 2009 Sigma Systems 13
The Next Generation Services LayerThe Next Generation Services Layer
Bringing together mediation, fulfillment, device provisioning and subscriber information
To Support:
• collection, exposition and modification of service layer data
• using TMF standards-based interfaces
Providing the next generation infrastructure for transformation
Sigma Training Services
© 2009 Sigma Systems
Eric KisielEric KisielDirector of Platform IntegrationDirector of Platform Integration
Charter CommunicationsCharter [email protected]@chartercom.com
Brian CappellaniBrian CappellaniCTOCTO
Sigma SystemsSigma [email protected]
Thank YouThank You