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Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos

Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos. Nina Prodanova, Managing partner, ITCE, www.itce.eu MCT, MCDBA, ITIL, MSF, MOF. My Objectives.

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Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos

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  1. Practical Advice to Leveraging ITIL Version 3 Service Catalogue and Service Operation Management Processes in Telcos Nina Prodanova, Managing partner, ITCE, www.itce.eu MCT, MCDBA, ITIL,MSF, MOF

  2. My Objectives • To present one vision toward moving away from network-centric to customer-centric operations and: • Integrate operational teams around common customer/revenue driven service management processes • Centralised Inventory (CMDB with SID extensions) • Centralized service desk • Centralized operations center • Common service catalogue • Common terminology (ITIL 3 or eTOM) • Single process (ITIL 3 or eTOM) • More focus on end to end services 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  3. Telco Challenges • Increased customer expectation for high quality and high availability service – particularly corporate • Large number of services, high service complexity, large number of data sources for measuring service quality • Convergence of ‘IT technologies’ (TCP/IP) and ‘Netheads’ and ‘telco technologies’ (Radio, GSM/CDMA/UMTS) and ‘Bellheads • More and more market services from Telcos are underpinned by traditional IT technologies such as middleware and web • Is there really a difference between IT and Telco? 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  4. Telco is Network and IT - One example is the unified communication as a Telco service • Single phone number (at work, mobile, SoftPhone) • Single mail box (messages, voice mails, faxes) • Presence information substitute the standard dial tone, free and busy tones • Conferencing – voice, video and application sharing (white boards) • Unified access from anywhere – office, home, mobile, Internet cafe • Based on the industry standard - SIP 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  5. Overview of eTOM eTOM (Enhanced Telecommunications Operation Map) A business process framework, defined by and for service providers and their suppliers, to categorize the business activities of the service provider 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  6. ITIL Version 3: Service Life Cycle Approach Value-Added Products Service Strategy • Link IT service strategies to customer value Service Design • Design services to satisfy business objectives Service Transition • Implement service designs • Service knowledge management system • Refinement of change, configuration and release processes Service Operation • Deliver and manage services • Refinement of incident and problem management processes • Event and access management Continual Service Improvement • Never-ending review for opportunities Core ITIL Source: ITIL

  7. Operations Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management Customer Interface Management Selling Billing & Collections Management Customer QoS / SLA Management CRM Support & Readiness Marketing Fulfillment Response Problem Handling Order Handling Retention & Loyalty Service Management & Operations SM&O Support & Readiness Service Configuration & Activation Service Problem Management Service & Specific Instance Rating Service Quality Management Resource Management & Operations Resource Performance Management Resource Trouble Management RM&O Support & Readiness Resource Provisioning Resource Data Collection, Analysis & Control Supplier/Partner Relationship Management S / P Performance Management S / P Problem Reporting & Management S / P Settlements & Billing Management S / P Requisition Management S / PRM Support & Readiness Supplier / Partner Interface Management eTOM Operations and ITIL Operations 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  8. Telco’s service catalogue and service-oriented CMDB Postpaid Prepaid RingBack Market Services voice voice Tones SMS Blackberry e IN u DNS g o ( RTSP ) l a t Technology a c DHCP Web portal services e c i v SMSC r e Voice S / CRM Billing Web server PPE y r MSC IP o t n e v n Technology i k SDH / DWDM GE FE components r o w GGSN t e N SGSN E 1 STM 1 STM 4 STM 16 GPRS Network Ethernet UMTS GSM SDH MPLS technology 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  9. Key Issues - Trying to Run Before You Can Walk Level 4 Value Level 3 • IT as a strategic business partner • IT and business metric linkage • IT-business collaboration improves business process • Real-time infrastructure • Business planning Service Level 2 • IT as a service provider • Define services, classes, pricing • Understand costs • Guarantee SLAs • Measure and report service availability • Integrate processes • Capacity mgmt. Proactive Level 1 • Analyze trends • Set thresholds • Predict problems • Measure appli-cation availability • Automate • Mature problem, configuration, change, asset and performance mgmt. processes Reactive Level 0 • Fight fires • Inventory • Desktop SW distribution • Initiate problem mgmt. process • Alert and event mgmt. • Measure component availability (up/down) Chaotic • Ad hoc • Undocumented • Unpredictable • Multiple help desks • Minimal IToperations • User call notification Manage IT as a Business Service and Account Management Service Delivery Process Engineering Operational Process Engineering Tool Leverage 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  10. Determine where to start Not necessarily on the least mature processes 80% of companies start on core service support processes like change, incident and problem management, service catalogue management Deliver benefits quickly to address "pain points" Reduce percentage of changes causing incidents, Improve MTTR Take an iterative approach Design 80% solutions, and plan to improve later Periodically reassess priorities Key Roles and management support Designate individuals as process owners Focus on training and awareness eTom Foundation ITIL 3 Foundation certification, ITIL 3 Practitioner certification and ITIL 3 expert Tools can be enablers or inhibitors – Focus on reporting and analysis capabilities Keep Focus Narrow, and Deliver Benefits People will make or break your ITIL initiative 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

  11. Thank you! Nina Prodanova, Nina.prodanova@itce.eu, http://www.itce.eu Sofia, 55, Vaptsarov St., Expo 2000, 02 9625443 5th National Conference - Telocomunication Technologies and Services, 2 April 2008, Sofia

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