POSTEC Lecture Network Management Chapter 1 ICT Operations

POSTEC Lecture　 Network Management Chapter 1 ICT Operations and Management March 4, 7, 11 &13 , 2008 Masayoshi Ejiri Japan 1

Agenda 1. ICT Operations and Management - Service Industries - ICT Services and Networks— - Target of the Management 2, Architecture , Function , Information Model and Business Process - ITU-T TMN( Telecommunications Management Network) - Tele. Management Forum Telecommunications Operations Map ( TOM) - Multi domain management and System Integration - Standardization 3. OSS( Operations Support System ) Development - Software Architecture , Key Technologies and Product Evaluation— 4. SLA( Service Level Agreement) and Qo. S( Quality of Service) - SLA Definition , reference point and policy based negotiation 5, IP/e. Business Management - Paradigm shift , Architecture beyond TMN and enhanced TOM 6. NGN( Next Generation Networks) Management - NGN Networks and Services , New Paradigm of ICT Business and Management 2

Service Industries • Introduction • Business and Operations • SP( Service Provider)’s mission 3

Product Life Cycle Plant Engineering Bureau 施設局 Planning Bureau 計画局 Plan Products R&D • Labs. 研究所 • Engineering Bureau 技術局 Do PDCA Action ? ? ? Construction Bureau 建設局 Check Maintenance and Operations 保全局 4

Management System Development Management System Business (What) ・ Business Process ・ Functional Architecture ・ Information Model Technology (How) ・ Software Architecture ・ Platform ・ COTS/Pn. P Strategy/ Policy COTS: Commercial Of The Shelf Pn. P: Plug and Play • Customers Demand • Interoperability Target • Profit (Why) 5

New Paradigms of ICT Industry ·Open Market ·Inter Networking ·Virtual Service Provider Technology Convergence Business Convergence Deregulation Customers’ Demand 6

Paradigm Shift t. Business? i. Business? e. Business? Simple Network/Services on POTS Multi, Heterogeneous Network/ Services on IP Ubiquitous Network/ Services on Nomadic • Regulated Market • Dominant Carrier • SP defined Service menu. • Best Effort SLA • Open Market • Multi SP • Customer combined Service • Compromised SLA • Personal Market • Virtual SP • Customer defined Service • Satisfied SLA t: telephone i: internet e: enjoyable 7

Customer Service Resource Supply Customer Requirement Customer Care Service Resource Management Service Operations Resource Supply Operations Support Resource Supply Partner Business Model of Service Industry 8

ICT and Operations Top Down Customer SLA Bottom Up Operations Service Management OSS TMN Network Management ＮＥ/NW 9

Restaurant and Operations Food on Dish Bottom Up Operations Customer Care Top Down Customer Utensil Recipe Cook and Decorate Ingredient 10

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TMN Management Services Rec. M 3200 List of Management Services • 1) Customer Administration; • 2) Network Provisioning Management; • 3) Work Force Management; • 4) Tariff, Charging and Accounting Administration; • 5) Quality of Service and Network Performance Administration; • 6) Traffic Measurement and Analysis Administration; • 7) Traffic Management; • 8) Routing and Digit Analysis Administration; • 9) Maintenance Management; • 10) Security Administration; 15

ICT Services and Networks • • • Services Service Delivery Chain Value Chain and Solution Network Services Network Architecture 16

Services ? Lessons learnt from other Senior Service Industries • • Customer Centric Multi and Virtual Service Provider Business Expansion Context and Contents aware services 17

Customer-Oriented Business IT/Computer Business Customers Middleware Operating System Hardware Customer Care Bu si n ess T ren d Application Telecom Business Service Management Network Management NE/NW 18

ICT Service Delivery Chain Virtual Service Provider Contents End Users CSPs ASPs LAN Corporate SPs LAN WAN Telecom Agents ISPs ｱｸｾｽ • ｷｬﾘｱ Access Carriers VANVAN ＳＰs VAN Local ＳＰs 国際ｷｬﾘｱ 長距離ｷｬﾘｱ Long Line SPs 国際ｷｬﾘｱ International ＳＰs Vendors 19

Service Delivery Chain (Tour Business) End Users Package Tour WAN Local Travel LAN Agents WAN Travel Agents Car Rentals VAN Hotel Chain Bus 地域ｷｬﾘｱ Companies 長距離ｷｬﾘｱ Air Lines 国際ｷｬﾘｱ Railways 20

Simplified Value Chain Customer Internal Provider Customer End Users SP 1 Provider SP 2 Provider Supplier Customer End-to-End Service Management 21

Tourism Value Chain Tourist Bureau 長距離ｷｬﾘｱ Travel Agent Virtual Tour Provider 長距離ｷｬﾘｱ Tour Guide 長距離ｷｬﾘｱ LAN Guide Book LAN Museum LAN Park LAN VAN Taxi VAN 長距離ｷｬﾘｱ Railways i WAN Souvenir Shop 長距離ｷｬﾘｱ Attraction ｱｸｾｽ • ｷｬﾘｱ Tour Bus ｱｸｾｽ • ｷｬﾘｱ Air Plain Vendors ｱｸｾｽ • ｷｬﾘｱ Restaurant 国際ｷｬﾘｱ Hotel 22

i/e Business Value Chain End Users ASPs Virtual e-Service Provider Virtual i-Service Provider CSPs CDC 長距離ｷｬﾘｱ (Contents Delivery Center) (Contents management Center) LAN Portal LAN Corporate SPs LAN VANVAN ＳＰs VAN 長距離ｷｬﾘｱ Long Line SPs CMC 長距離ｷｬﾘｱ WAN Agents 長距離ｷｬﾘｱ ISPs ｱｸｾｽ • ｷｬﾘｱ Local Carriers ｱｸｾｽ • ｷｬﾘｱ Dark Fiber SPs Vendors ｱｸｾｽ • ｷｬﾘｱ Access SPs 国際ｷｬﾘｱ International ＳＰs 23

Lessons Learnt from Logistic Industry • Basic Service : ex. Collection of goods from location A and deliver to location B - Transport services • Associated services : Convenience Store acts as a mediator for collection. Deliveries be arranged in agreed time and traceable. - Operations Services • Value added Services : Perishable goods ( fish, fruit) be transported using a cold storage , delicate good be transported using hanging - Contents Aware Delivery Services 24

Simple Service Solution ＹＡＭＡＨＡ Music 　　 Customer Logistic 運送屋 Private School Shop Marketing Concert YH Music School Publishing Instrument Product Proquｒement 25

Photograph (ex. Fuji Film) Customer Convenience Gift Shop Photo Contest Store Camera Photo Club, Salon, Shop Magazine Marketing Camera Product Film Product Procurement DPE Product 26

ICT Service Provider Customer Marketing Service Provider Call Center Out Sourcing Service Management Contents Procurement Network Management Network NW Provisioning Procurement NE: Network Element NW: Network 27

Network Services • PSTN ( Public Switched Telephone Network) : Local　Call Toll( Intercity ) Call International Call Leased Line , VPN 　　DDX, FAX, FR 　　IN( Intelligent Network) by NSP　 • IP : Vo. IP, VPN, IPTV Guaranteed ? Best Efforts ? 28

History to IP Network History • 1835 : Mores code Telegram ->Digital Communication • 1876 : Grahan Bell Telephone ->Analog Communication • 1969 : Internet UCLA -> Digital Communication • 1969 : Unix Bell Labs. ->Computer Communication ( UUCP: : Unix to Unix Co. Py) • 1983 : ARPA Internet • 1993 : WWW Vinton G. Cerf ( TCP/IP developer ) in 1999 speech • Everything on IP • IP on Everything • Inter-planetary Internet 29

TMN Management Areas Rec. M 3200 List of Telecommunications Managed Areas • 1) Switched Telephone Network; • 2) Mobile Communications Network; • 3) Switched Data Network; • 4) Intelligent Network; • 5) Common Channel Signalling System No. 7 Network; • 6) N-ISDN; • 7) B-ISDN; • 8) Dedicated and Reconfigurable Circuits Network; • 9) TMN; • 10) IMT‑ 2000 (formerly FPLMTS); • 11) Access and Terminal Equipment Network; • 12) Transport Network; • 13) Infrastructure. 30

Network Architecture (1) • Network Configuration 　by Node (Switch, Router, Server , Terminal …) and Trail( Link. Path, Circuit…) RAS: Reliability, Availability , Survivability ? ? 31

Network Architecture (2) PSTN NSSP (Network Service Support Point) NSP (Network Service Control Point) Toll Switch Local Switch Subscriber/CPE( Customer Premises) 32

Network Architecture (3) Core MAN WAN Access LAN Terminal CPE 33

REC. Y. 1541 – UNI-to-UNI reference path for network Qo. S objectives DST: Destination Host SRC : Source Host 34

REC. Y. 1541 – Role of IP nodes in a network section 35

Y. 1541 – Hypothetical reference path for Qo. S class 0 36

Access Networks • • • PSTN/ISDN ADSL/VDSL CATV( Coaxial Cable) HFC ( Hybrid Fiber and Coaxial) FTTx ( x: Home, Building, Core) PHS/Cellular FWA ( Fixed Wirell Access) W-LAN ( Hot Spot) Satellite 37

REC. J. 190 – Media. Home. Net context with home networking and access network 38

Ubiquitous Network • Personal? ? Enterprise NW Broad Band NW Personal Area Network PSTN/ ISDN Cellular NW Access NW ITS Area NW Core NW Home Networking Sensor NW Ad Hoc NW PSTN: Public Switched Telephone Network ITS : Intelligent Transport System Wi. Fi/Wi. MAX NW 39

Target of the Management • • Operations Scope and Mission of Operations Solution Target 40

Challenge of R&D Business Process Customer • Self Operations • Contents Aware Mgt. e. Business Service Architecture Management Concept & TMN IP NW/Service • Visible Mgt. • SLA PSTN/POTS Integrated Resource Management PSTN ：Public Switched Telephone Network POTS : Plane Old Telephone Service 41

ICT and Operations Top Down Customer SLA Bottom Up Operations Service Management OSS TMN Network Management ＮＥ/NW 42

Operations Activities Trend Customer OSF Service front OSF Backyard OSF Interface OSF : Operations System Function Network element / Network 43

Operations and OSS Operations Facts and Data Action Application Database OSS (Operations Support System) 44

Fact and Data • Fact : What you See, Touch and Feel by yourself. You should decide what is Fact. • Data : Attribute of Fact Good by Assumption with no evidence and Second hand quote Face the Fact and Act on the Fact 45

Scope of Operations Managing Plane Service Plane Operations Service OSS Customer Operator Service Operator Operations Communications Service NE Enterprise Manager Service Planner Network Planner Business Management Service 46

Mission of ICT Management -Solution Providerl WHY ? For Whom. For What target Service Strategy 　 　Customers’ Profit＝SPs’ Profit l WHAT? Managed Object 　　　BPE+Resource Common Process, Information and Data Model, 　　　　（BPE : Business Process Engineering) l How ? By whom, 　by what 　Human +Mechanism ( Organization )＋Process +ＯＳＳ　 　Quick and Accurate action basded on Facts and Data ( OSS : Operations Support System) 47

Solution ? -Beyond Customer Expectation • Resolute Problems Happened：Business Operations • Resolute problems in Advance Improvement ：Business • Resolute problems Propounded：Business Reformation 　Resolute through BPR　：　Business Evolution　 Solution = Cooperative Business Process among multi players　 48

Solution Customer Operations Solution Human Business Activity Process Management System（OSS） OSS: Operations Support System Resource 49

Management Gaps • Lack of automated and proactive end-to-end service assurance – Leads to poor customer service, resulting in high customer churn – Little return on effort invested in definition of specifications in terms of standard product – Inability to proactively prompt customers/trading partners of service faults/failure • Lack of integrated network and service level OSS solutions – Requires substantial investment by service providers in system integration instead of delivering unique service offerings – Cost of ownership associated with several non-integrated EMS/NMS/OSS functions from various vendors • Lack of real time notification of service affecting problems to the Customer Care system from multi-technology, multi-vendor networks – Exposed to rate discounting based upon extended down-time. 50

Three Importance -Attitude and Behavior • Rich Concept. • Flexible Action. • Based on Principle. • Say what you think. • Ask what you don’t know. • Apology your mistakes. 51

Service Competition -SP centric to Customer centric • Set Menu　 Order made by negotiation • Material Value　 Cooking, Seasoning, Decoration Value • Discrete Restaurant　 Chain Restaurant ( Partner ship) SLA (Service Level Announcement) 　 SLA (Service Level Agreement) 52

Target of Management and OSS Cost Conscious to Profit Conscious NE/Network Supervision &Control Centralized NW / Service Operations Create Competitive Services High Price performance Service by Dynamic Service/Price for 100% Resource Usage (24/7/365) • Excellence of Customer Care by Process Integration/ Automation and Self Operations • Faster, Cheaper and Better OSS ・Not Built Buy ・Commercial off the Shelf Software ・Proof of Interoperability for Globally Acceptable Software Packages and OSS 53

Cost / Price Down Strategy Business Process ・Process Integration ・Process Automation ・Customers Self Operation OSS Development ・In-house → Outsourcing ・Not Built But By ・COTS (Commercial off The Shelf) Software Resource Management ・Pricing Strategy ・Service Negotiation / Customization ・Dynamic Resource Management for 100% Usage 54

Cost / Price Down Strategy Resource Business Process Customer Self Operation by Process Integration/ Automation 100% Resource Usage (24/7/365) by Dynamic Service/Price Negotiation Not Built Buy By COTS/ Pn. P Products OSS 55

Trend of OSS Development Customers Z company SP A company DCN Network Op. S DCN NE Op. S DCN Ops to supervise and control NEs Centralized Op. S for network management DCN Network Op. S NE Op. S Customer oriented total Op. S 56