Inleiding Telematica 6 17 maart 2004

1. Inleiding Telematica617 maart 2004 Prof. Dr. R.J. Meijer

2. College 6, 17 mrt 2004

3. Application Application HTTP HTTP Application Program Interface (API) • Sockets zijn interfaces naar de TCP/IP protocol stacks op een computer • Applicaties worden “op” sockets gebouwd • Maar vrijwel niemand doet dat nu nog • Men gebruikt • Webservers • Applicatie Servers • die een groot (ste) gemene deel van Server ontwikkeling aanbieden TCP IP

4. Classificatie van bedreigingen, H31.1-31.3 (tekst document met een logging van pop3 en SMTP waarin gespamd wordt)

5. Organisatorisch • Sheets asap op site • www.science.uva.nl/~rmeijer • Graag emailadres • 0653720517 • rmeijer@science.uva.nl • http://gene.science.uva.nl/~bbruin/

6. Internet IP PoP2 EVKC EVKC ISP EVKC NRC NRC EVKC EVKC PoP1 NRC NRC ADSL DSLAM PAN kabelverdeelkast SAN TAN Telefonie- en internet toeganginfrastructuur • 25 EVKC • 2000 NRC • 30 miljoen klanten • 20000 werknemers

7. Internet IP PoP2 EVKC EVKC ISP EVKC NRC NRC EVKC EVKC PoP1 NRC NRC ADSL DSLAM PAN kabelverdeelkast SAN TAN Een telecommunicatienetwerk bestaat ook uit veel IT • Besturing netwerk • Rekeningen • Beveiliging • Controlle • Mutaties • …. • ETOM is een model dat de processen beschrijft Back Office

8. This is what you get when you invest for 30 years in ICT

9. TOM - the Telecom Operations Map Sales Order Handling Problem Handling Customer QoS Management Invoicing and Collections Service Planning and Development Service Configuration Service Problem Management Service Quality Management Rating and Discounting Network Planning and Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network Data Management Customer • Operations Focused • At core of eTOM Information Systems Management Processes Customer Interface Management Processes Customer Care Processes Service Development and Operations Processes Networkand Systems Management Processes NetworkElement Management Processes Physical Resource and Information Technology

10. The Operations area Operations Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management Customer Interface Management Selling CRM Operations Readiness CRM Operations Support & Process Management Billing & Collections Management Customer QoS / SLA Management Problem Handling Marketing Fulfillment Response Order Handling Sales & Channel Management Retention & Loyalty Service Management & Operations Service Management & Operations Readiness Service Problem Management Service & Specific Instance Rating Service Quality Analysis, Action & Reporting Service Configuration & Activation SM&O Support & Process Management Resource Management & Operations Resource Quality Analysis, Action & Reporting Resource Problem Management Resource Management & Operations Readiness RM&O Support & Process Management Resource Provisioning & Allocation to Service Instance Resource Data Collection, Analysis & Control Supplier/Partner Relationship Management S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management S/P Buying S/P Relationship Management Operations Readiness S/PRM Operations Support & Process Management Supplier/Partner Interface Management

11. Product & Offer Marketing Business Strategy & Planning & Policy Commitment Product & Offer Portfolio Strategy, Policy & Planning Enterprise Advertising Quality Management General Process Interactions Customer Operations Strategy, Infrastructure and Product Infrastructure Lifecycle Mgmt Operations Support & Readiness Product Lifecycle Mgmt Fulfillment Assurance Billing Strategy & Commit Customer Interface Management Marketing and Offer Management Customer Relationship Management Product & Offer CRM CRM Operations Product Marketing Marketing Selling Portfolio Operations Support & Process Development Communications Capability Billing & Customer Capability Readiness Management & Retirement & Promotion Delivery Problem Collections QoS / SLA Delivery Marketing Handling Order Management Management Fu l fil l ment Handling Product, Marketing Response Sales & Sales & CRM & Customer Channel Channel Capability Performance Management Development Delivery Retention and Loyalty Assessment Service Management & Operations Service Development & Management Service Service & Service Service & Service Quality Service SM&O Support & Service Service Service Service Management & Operations Problem Specific Instance Analysis, Action Configuration Process Performance Strategy & Planning & Development & Operations Capability Management Rating & Reporting & Activation Management Assessment Policy Commitment Retirement Readiness Delivery Resource Management & Operations Resource Development & Management Resource & Resource Resource Data Resource Resource & Resource Provisioning Resource Resource & RM&O Support & Resource Technology Management & Collection, Analysis Problem Operations Resource & Allocation Performance Technology Process Restoration Plan & Operations Management & Control Capability Development to Service Instance Assessment Strategy & Policy Management Commitment Readiness Delivery Supply Chain Development & Management Supplier/Partner Relationship Management S/P Purchase S/P Problem S/P S/P Settlements S/P S/P Relationship S/PRM Operations Supply Chain Supply Chain Order Reporting & Performance & Billing Supply Chain Supply Chain Buying Management Support & Supply Chain Development Performance Management Management Management Management Planning Capability Operations Process Strategy & Policy & Change Assessment & Commitment Availability Readiness Management Management S upplier / Partner Interface Management ? Info & Comm ? Work Task ? Work Task Enterprise Management System Support ? Assignment ? Assignment ? Enterprise Quality Mgmt, Process & IT Planning & Architecture Strategic & Enterprise Planning Brand Management, Market Research & Advertising Research & Development & Technology Acquisistion Process Information Market Strategic & Group Enterprise Brand Business Architecture Systems Knowledge Technolo gy R esearch & Research & Business Enterprise Architecture Management Development Management Strategy & Management Acquisition D evelopment Analysis Planning Management Planning & Support Planning Financial & Asset Management Human Resource s Management Stakeholder & External Relations Management Disaster Recovery , Security & Fraud Management Disaster PR & Communit y Employee S hare holder Workforce Recovery & Real Estate Procurement HR Policies Workforce Security Fraud Regulatory Legal Financial Relations & Labour Relations Development Contingency Management Management & Practices Strategy Management Management Management Management Management Management Relations Management Planning

12. Customer Operations Operations Support & Readiness Product Lifecycle Mgmt Fulfillment Assurance Billing Customer Interface Management Customer Relationship Management CRM Selling CRM Operations Product Marketing Operations Support & Process Development Communications Customer Qos / SLA Management Billing & Collections Management Readiness Management & Retirement & Promotion Problem Marketing Fullfillment Response Order Handling Handling Product, Marketing Sales & Sales & & Customer Channel Channel Performance Management Development Retention and Loyalty Assessment Service Management & Operations Service Configuration & Activation Service Service Service & Service Quality SM&O Support & Service Service Management & Problem Specific Instance Analysis, Action Process Performance Development & Operations Management Rating & Reporting Management Assessment Retirement Readiness Resource Management & Operations Resource Provisioning & Allocation to Service Instance Resource Resource Data Resource RM&O Support & Resource Resource Development Resource Management & Collection, Analysis Problem Performance Process Restoration Assessment Operations Management & Control Management Readiness Supplier/Partner Relationship Management S/P Purchase Order Management S/P Settlements & Billing Management S/P Problem S/P S/P Buying S/P Relationship S/PRM Operations Supply Chain Supply Chain Reporting & Performance Management Support & Development Performance Management Management Operations Process & Change Assessment Readiness Management Management S upplier / Partner Interface Management ? Info & Comm System Support ? ? Work Task Assignment ?

13. Sum is less then parts Stop Elke dag werken 1000 man aan de infrastructuur, meestal wordt het uitgebreid Geheel is, praktisch gezien: niet-causaal, bionisch, niet veranderbaar, werkt wel

14. Organisatie traditionele Telco • In drie a vier zuilen • Vast • Mobiel • Internet • ICT

17. Problemen van een traditionele Telco organisatie • Infrastructuur / human capital / organisatie • Vergroeid met elkaar - bionisch • uitgegroeid • Marketing / Business Development • Gefocusseerd op een klein aantal diensten • Markten zijn verzadigd • Engineeringafdelingen • Zoeken naar de “highest tech, highest reliability, highest scalabilty, highest cost” oplossing • Business Development kan niet beslissen

18. Problemen en Oplossing in de woorden van Forrester 2001 • Telco’s (now) • Network Centric • Focused on bandwidth, reach, technology • Miss • new network technologies • new customer demands • Field of dreams becomes nightmare • Upfront investments are akin to gambling • Overcapacity limits payback • Technology offers quickly commoditize • The solution • Layered Telecom • Customer centric networks • Innovation ecosystems Resource-Ready Context-aware User-defined

19. Nieuwe Telco • Infrastructuur exploiteren als elektronische resources • Organisatie naar gelaagd Telco service model • Business ontwikkelen via wholesale – retail modellen (grossier, winkelier) • Resources (ook) ontsluiten via ICT • Service enabling/integratie via ICT • Stapsgewijze, right-sized invoering

20. Service Organisatie (Layered Telecom) Resources Service Providers Diensten SP’s Services Components (billing, AAA) Packagers Service Platformen VPN, IP, Operator (access + core)Netwerken Basic Infrastructure SP Dark fibers (actief) CivieltechnischAccess SP Kabels, Hz+ goten (passief)

21. Basic SP’s • Frequenties – O2 • Access networks – glas • Access networks -koper

22. Others Others Others Others KPN Valley Others VT Hi Service business model SNT KPN.com XS4ALL HetNet PlanetInternet Resale Packager Wholesale Service Platforms & OSS GPRS/UMTS SMS GSM/PSTN Voicemail Billing MXstream Civiel Technische Infra Resources

23. Software Service Integratie (1) Telecommunicatie functies Applicatie a_to_b A, B Q, C OK NOK B’ • Doel: • Integreer telecommunicatie in andermans diensten • Effect: • Geld vloeit vanuit andere branches naar telecommunicatie • Hoe: • via Internet • Software ontsluiting, laagdrempelig,persoonlijk • Diensten • CRM • Management PSTN, data Infrastructuur (domein)

24. bron: Siemens 2002 Full service user voice+low data app Service Integratie (2) • Doel • Integratie Voice diensten met UMTS/ADSL/GLAS • Verhoogde bereikbaarheid • Meer gesprekken • Meer fun met voice • Effect • Meer omzet Voice • Lage drempel tot geavanceerde diensten • Stimulering nieuwe omzet uit UMTS/ADSL/GLAS

25. Customer Centric Networks / Service Integratie Resource-Ready Context-aware User-defined MyRules : Personal Agent : Pick up the phone  … Away from computer  … Slam the door  … No answer  …

26. Visie op ICT “met een accentje op vast-mobiel issues”(tbv workshop vast-mobiel) Prof. Dr. R.J. Meijer TNO Telecom Universiteit van Amsterdam Pieter Brueghel: Twee aapjes

27. VoIPGateway PSTN Mobile & Internet Mobile Messenger VoIP/ATM Access Office Phone SP’s zijn service integratoren MyRules : Personal Agent : Get call between 9h -12h  … Get call between 17h – 18h  … Start Internet session at 19.00  … Call husband at 12.15  … No answer  …

28. Service Providers Workflow; ICT OntsluitingWholesale enabling Resources Company 1 Company 1 Company 1 Company 1 Company 1 MyRules Personal & Company Properties Telephone Infrastructures Data Networks Other Service Factories & Billing CRM Personal Service Integration VoIP / PSTN / VoATM IP, ATM, MXSTREAM Service enabling via ICT

29. Telco enables services • Door te ontbundelen • Via technisch, financieel, innovatief en organisatorische schaalbare stappen • Door software interfaces aan te bieden aan SP’s • voice en data transport diensten, management, billing, provisioning • Door dit in de context te doen van • Internet, UMTS, GSM, ADSL • Begint! En bezint niet langer

30. Teaspoon Software Online wireless link computer and sensors i i i i i i internet Information Society building needs only three steps that will be endlessly repeated … • Step 1: Think and link the things • Build in a computer • Give that computer control • Link the computers (via the Internet) • Step 2: Create virtual “agent” for a group of things • That offers easy, controlled, service, to many “customers” via the internet • “the service of an online resource” • Forget about the individual things

31. … where in the third step the interaction between the resources is coordinated through software, via the internet • Step 3: Service integration and creation • Software integrates the services and interactions of various resources into a new service Caffeine advisor Teaspoon Software Online Human caffeine model Billing Software Telephone Company

32. namespace FarmingApplication10 • { • /// <summary> • /// Test program for optimal farming field management, trial 10: • /// see if we can image analyze the field, measure soil composition and get • /// an irrigation • /// </summary> • public class WebForm10 : System.Web.UI.Page • { • /// everything starts with a mouse click • private void ButtonCall_Click(object sender, System.EventArgs e) • { • /// declare and initialize the farming field object • farmingField field = new farmingField(“GreenField”, “Lot 7”); • Try • { • ///connect the video measurement system for 20 seconds • field.Image = new VideoImage(field.observationPointSet(19),”20 s”); ‘make image • field.Soil = new SoilImage(field.observationPointSet(19)); ‘measure soil composition • /// Obtain growth analysis, but first reserve computer and network capacity • /// then load the growth program and • field.State.GrowthAdvise = new field.farmingAnalysis.growth(“TUCCC”,”Telecompany”,”GreenFieldProgramGrowthTest10”); • /// Execute only the irrigation advice • irrigationResult IR = new field.garmingAnalysis.growth.irrigate(“Water Institute”); • } • Catch • { • MsgBox(“Experiment not succesful”); • } • } • } Software is the nuts and bolts that holds the Information Society together The Underground Computer Company The Tele-company The Vibration Sensor Company Green Field Farming The Secure and Anonymous Image Interpretation Group The Precision Farming ASP Coop The Water Intstitute

33. in our things in our cities in our environment in our country And in us … in fact, telecommunications and computers are introduced into anything, thereby creating the foundations of the Information Society …

34. Conclusies • We wish to improve ourselves • Terminate your interface • Your primitive communication is inefficient • We need the technology now • Your culture will adapt to service ours • Seven of nine. Grid 92 of subjunction 12 We are the Borg, you will be assimilated, resistance is futile