Status of ICT Management and Operation (ICT M&O)

1. Global Standards Collaboration (GSC) 14 Status of ICT Management and Operation (ICT M&O) Zhao Ping, Qi Feng CCSA

2. B2B Wisdom BML C2B Knowledge SML NML Q Information EML Data NEL Signal Interface Function Information About ICT Management & Operation （M&O） • ICT M&O • ICT infrastructure M&O: Core network, AN/HN, Terminal. • ICT service M&O: Voice/Video/Data/Application service. • ICT business M&O: Partnership/Business mode • ICT M&O service • ICT management & Operation as a service • ICT M&O standards ITIL eTOM

3. Highlight of Current Activities(1) • CCSA • ICT infrastructure M&O standards: • Completed：NGN/IMSmanagement architecture • Completed: Technical Requirements of IPTV Management Interface • Deliverable: Mobile wireless AN management. • ICT service M&O standards: • Completed：IPTV service management architecture. • Completed：IPTV service quality measurement. • Deliverable: P2P management. • Deliverable: Mobile Web service management. • ICT M&O service standards: • Completed：ICT M&O service framework • Completed：ICT M&O service definition • Deliverable：ICT M&O service management processes • Deliverable：ICT M&O service support system requirements • Deliverable：ICT M&O service database requirements for configuration management. • Promoting SP/NO’s new requirements. • ITU-T Q13/SG2 • CJK9

4. Highlight of Current Activities(2) • ITU-T: NGNM, B2B, B2C, Management interface. • TMF: eTOM, SDF, SID. • BSI: ITIL-lifecycle. • ISO/ICE: ISO20000 –processes. • ISACA: COBIT.

5. Strategic Direction (1) • Common architecture for ICT M&O with different SDOs harmonization. • ICT service M&O to keep up with the pace of new ICT service development today and the new relationship among roles of SP, NO, enterprise or individual customer and user. • ICT business M&O to support partnership management and business mode management. • ICT M&O service to make ICT infrastructure \service \business M&O as an available service. • ICT M&O implementation technologies such as SaaS, cloud computation, B2B, B2C etc. • Methodology for ICT M&O standards’ continuous development.

6. Strategic Direction (2) • New priority requirements from SP/NOs: • focusing on how to manage SP/NO world from the aspects of current telecom operators like China Telecom, China Mobile, which are playing SP/NO roles and facing the newly-changing requirements. • Customer Self-service. • Customer Identification Management. • Huge number of service management. • Products Lifecycle Management. • Terminal management.

7. Challenges (1) • Adapt to the changing factors in ICT environment: • New ICT technologies appearing. • Fast-pace ICT service evolution. • Diversified ICT business mode and roles. • Manage the convergence of communication (telecom) and IT technologies, and its convergent business operation and roles such as NO and SP roles, SP and NO customers, SP and NO services, etc. which are so different from traditional telecom management. • Harmonize the SDOs’ standards work since each SDO has its own standards in one specific area in ICT M&O standards field. • Barriers exist in ICT management and operation standards because of the different culture ,different understanding about ICT etc.

8. Next Steps/Actions (1) • Develop standards about the common ICT M&O architecture with SDOs harmonization. • Focus upon ICT service M&O • IPTV OSS. • online game management. • P2P management. • eWallet management etc. • Improve the standards about ICT M&O service. • Service category and its definition. • Service quality and SLA. • Process, activities, support systems. • Combination of TMN, eTOM, ITIL, etc. • ICT M&O system implementation technologies.

9. Next Steps/Actions (2) • Track the new priority ICT M&O requirements from SP/NOs: • unique SPs management • Convergence of NO customers and SP users. • Customer self-service /Customer Identification Management. • Huge number of SP/NO services management • Product Lifecycle Management • Terminal management. • Cooperate with other SDOs to share the thoughts and working way.

10. Proposed Resolution [optional] • None.

11. Supplementary Slides

12. NGI End NGN HN Intranet Understanding ICT • ICT infrastructure: Core/Access Network + Terminal • ICT service • Voice/Video/Data • Information /Application service including P2P, online game, eWallet etc. • ICT business • Value chain /partnership, such as SP/NO • Business mode • ICT M&O Roles • Service Provider /Network Operator (SP/NO) • Enterprise /Family /Individuals

13. ITIL and eTOM - Working Together Conclusion: eTOM and ITIL can offer complementary value SP Business Process Needs IT Good Practice Needs Final Result eTOM Business Flows that Deliver ITIL Good Practice Services eTOM Process Flows ITIL Good Practices Filter & Reconcile

14. Current CCSA standards list • ICT M&O standards： • NGN management architecture. • IPTV management architecture. • IPTV end-to-end QoE measurement. • IPTV terminal management. • P2P management. • ICT M&O service: • ICT M&O service framework • ICT M&O service definition • ICT M&O service management processes • ICT M&O service support system requirements • ICT M&O service database requirements for configuration management

15. ICT M&O service framework SLA Workflow Management Framework Outsourcing ICT M&O service WorkingPeople Activities Management Interface (F) • ICT M&O service framework Process System Managed Objects Outsourcing ICT M&O service System Information Model Management interface (Q) SLA

16. ICT business today - SP/NO Future Telecom Business Transformations Service Provider (SP) - 1000 + VoIP, IPTV, OnlineGame, eCommerce, Searching, BestTone, IM, VAS, CP/SPetc. Tier 3 Operators GSM/3G, NGN/IMS, internet, PSTN, Wimax, LTE/B3G, ICT, BroadBand etc. Tier 2 Operators Fiber, Copper, Duct, Physical media, etc. Tier 1 Operators Infrastructure Network Operator (NO) -10+

17. SP/NO business evolution NO SP/NO Later-SP/NO Number of Service Category 10+ 1000+ 10000+ M&O Customer involvement No Interaction Experiencing-try Purchasing Way Order + OnlinePay Order eCommerce Business Mode Fixed and single Sharing Flexible Owning Renting Cheaper Network Importance Future Past Now

18. Different management requirements • SP/NO Management • SPs or business mode management • Manage 1000+ NO service and SP service both • Service and products management functions: • FAB • Self-service • Order purchasing + Onlinepay • Multi CRMs • Network management: • Terminal management • NO Management • Manage 10+ NO service • Service management functions • FAB • Order purchasing • Single CRM • Network management

19. Customer Identification Mgt. • Online service purchasing • Unique SPs management SP/NO’s priority requirements • Support 1000+ service • Product lifecycle management • Service package & logic management • Self-service management • New service management • Hotspot service management Customer Management Service Management • FCAPS • Application-oriented • Service strategy management • Network ID management Network Management Management Processes Terminal Management OSS • Terminal management • Terminal-service correlation • Support new feature • Support new process • Higher effective, lower costcoordination cross customer, service, network, terminal and OSS.

20. SP/NO scenario: NO-users vs SP-users Service Provider (SP) SP1-User SP3-User SPn-User VoIP, IPTV, OnlineGame, eCommerce, Searching, BestTone, IM, VAS, CP/SPetc. SP2-User GSM/3G, NGN/IMS, internet, PSTN, Wimax, LTE/B3G, ICT, BroadBand etc. SP+NO NO-User Fiber, Copper, Duct, Physical media, etc. Unique account management or Customer Identity management between SP and NO is needed. Mobility management is necessary. Infrastructure Network Operator (NO)

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