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Oracle Communications
Order and Service Management (OSM)
Product Overview
Q2, 2012
Program Agenda
• Order Management Challenges
• Oracle Solution Approach
• Introduction to OSM
• OSM Role in Order Management Solutions
• Proof Points and Resources
• Q&A
• Appendix
Oracle Confidential 2
Order Management Need
Operational Impact on the Business
“Getting the service delivered to meet customer
expectations!”
• Consumers have higher and higher expectations
• Pressure to launch services and scale fast leaves no room for error
• Escalating costs to deploy and manage services
• Fallout rate in excess of 70% for new services
• Over 30% of orders require 2nd truck roll
• New install results in help desk calls in first few days & another 5-8
during the year
• Poor experience and service quality drives customer churn as high
as 2-3 %/month
• Cost to fulfill multi-service orders are high as they are usually not
managed centrally
Oracle Confidential 3
Customer Feedback to Oracle
Industry Strategy Council Customer Feedback
• #1 Requirement – Order Orchestration including run-time product transformation
• #2 Requirement – Centralized Product Data Master for Product to Launch
Administration
• #3 Requirement – Centralized Customer Data Master, UCM
Oracle Confidential 4
Changing Scope of Order Management
Needs to focus on enabling growth
• Previously Order Management • Emphasis on Revenue Growth
focused on Order Processing and Customer Satisfaction
for the purposes of reducing requires
Opex • Speeding introduction of new
• Service Delivery products and offers
• Provisioning • Increasing new sales
• Process Automation channels and self service
• Consistency of experience
across all order capture
channels
A paradigm shift in Order Management expectations
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CSP IT Environment
Market Learning – IT Environment
Projects stall or delayed for many
reasons…
– Long project timelines
– No quick wins
IT unable to support – Scope creep
strategic objective – Distraction from original path
despite expertise and
– Moving target
maturity of IT team
– Lack of ability to execute (50%
internal, 50% external)
Underlying Reason:
Not a single application problem
Oracle Confidential 6
Program Agenda
• Order Management Challenges
• Oracle Solution Approach
• Introduction to OSM
• OSM Role in Order Management Solutions
• Proof Points and Resources
• Q&A
• Appendix
Oracle Confidential 7
Oracle Communications Evolution
Solutions Focused Strategy
• Complete:
Build Cross business involvement
agreement to address this area
Best in Class
Apps & Tech Synchronized Product
roadmaps
Carrier Grade,
Standards Compliant
& Integrated • Integrated:
Best in Class
Solution End-to-end processes
engineered, tested, and
supported together
• Configurable
Allow extensibility and
1977 Yesterday Today configurability in a structured
and facilitated way
Oracle Confidential 8
Oracle Communications
Approach to industrialize OSS/BSS Transformation
• OSS/BSS Application Products
are broadly aligned with Frameworx
• Productized Solutions integrate
several products to cover significant
slices of Business Process
Framework and ITIL
• Rapid Offer Design and Order
Delivery Solution is the FIRST
solution Certified by TM Forum
Oracle Confidential 9
Traditional Concept to Cash Approaches
Investment Ratio ■ CSP ■ Vendor
Delivery Approach Delivery Approach Delivery Approach
• One Implementation/ One • Leverage best practices • Adopt standards
Code Release • Customization Delivery Model
• Proprietary integration • System Integration • Configuration &
Deployment
Delivery Model Delivery Model
• One vendor : Product < • Integration led by SI +
20%, Services > 80% (SI or Apps vendors
in-house) New Paradigm of pre-
integrated + Productized
solutions
+
Productized applications
Competence center Competence center Productized applications
Re-usable assets Re-usable assets Competence center
Monolithic Best of breed
Oracle Confidential 10
Oracle Approach for reduced risk and TCO
Investment Ratio ■ CSP ■ Vendor
Delivery Approach Delivery Approach Delivery Approach
• One Implementation/ One • Leverage best practices • Adopt standards
Code Release • Customization Delivery Model
• Proprietary integration • System Integration • Configuration &
Deployment
Delivery Model Delivery Model
• One vendor : Product < • Integration led by SI +
20%, Services > 80% (SI or Apps vendors
in-house) New Paradigm of pre-
integrated &
Productized solutions
Productized applications
Competence center Competence center Productized applications
Re-usable assets Re-usable assets Competence center
Monolithic Best of breed Productized Solutions
Oracle Confidential 11
Rapid Offer Design and Order Delivery
Solution Introduction
Rapid Offer Design and Order
Delivery
• Enables providers to rapidly design and
introduce offers, capture and fulfill
orders efficiently and accurately, and
provide visibility across the entire order
lifecycle
Three Key Components
• Offer Design | Order Capture | Order
Delivery
Addressing three key metrics
• Offer Time to Market | Order Cycle Time
| Operational Efficiency
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Rapid Service Design and Order Delivery
Solution Scope
Rapid Service Design and Order
Delivery
• A comprehensive service fulfillment
solution that enables Communications
Service Providers to rapidly and
efficiently design, launch and deliver
any type of service for any network
domain.
Four Key Capabilities
• Service Design | Service Order
Management | Service & Resource
Management | Service Activation
Key Business Metrics
• Service Introduction Time | Order
Cycle Time | Cost of Ownership
Oracle Confidential 13
Program Agenda
• Order Management Challenges
• Oracle Solution Approach
• Introduction to OSM
• OSM Role in Order Management Solutions
• Proof Points and Resources
• Q&A
• Appendix
Oracle Confidential 14
Oracle Communications OSM
Overview
• Decompose sales orders, generate
and execute Orchestration Plans Customer benefits include:
Faster time to market
• Fulfill any combination of Products
across different system topologies Faster order throughput
Lower operating costs
• Ensure visibility of Order and Order
Fewer mistakes/lost orders
Item status throughout fulfillment
Greater service flexibility
• Manage in-flight order revisions and Enhanced order visibility
cancellations automatically
• Pre-integrated to Siebel CRM, BRM
Oracle Confidential 15
OSM Functional Capabilities
Platform Order and Service Management
Enablers Partner Orders
Retail Orders Wholesale Orders
Platform
Design Studio
Orchestration Siebel CRM AIA COMM Integration Order Delivery
Cartridges Order-To-Activate, Order-To-Bill,
Environment BRM Product Launch Trouble Ticketing
Product Master
Cartridges
Cartridges
Integration Advanced Enterprise Order Management Clustering
Any order input, Order Decomposition, Orchestration, Dependencies,
Provisioning Follow-on Orders, Future-dated orders, PoNR, Status Mgmt, Fallout Management
Cartridges
Comms Order Management
Moves, Adds, Changes, Disconnects, Suspends, Resumes
Value
In-flight Order Change Management for Revisions and Cancellations
Web UI
Orchestration Automated Service Provisioning Manual Service Provisioning
System integration, Performance, Human Interaction, Intelligent Order Editing,
Provisioning XQuery Plugin, JDBC, XSLT, Email
XQuery Plugin Views, Workstreams, User Assignment etc.
Monitoring
Order Support
User Admin Order Lifecycle Support, Order Editing, Order Tracking, Order Priorities, etc.
Reporting Foundations
Reporting
Processes, Workflow, Tasks, Rules, Workgroups, Worklists etc.
Oracle Confidential 16
Order Fulfillment in Communications
Advantage of COTS over Middleware
With home-grown MW-based solutions:
• It is extremely difficult to get the key required features right on the
first try:
• Order decomposition
• Status management
• Fall out management
• Jeopardy management
• Order lifecycle management
• Service Fulfillment Intelligence
• It is very difficult to add key features at later (except perhaps BI)
• It is very costly to build and maintain homegrown OM solutions
Oracle Confidential 17
OSM Product Functionality
Out of the Box Capabilities
Manual Service Provisioning (manual
Auto Service Provisioning tasks, views, intelligent order entry,
(performance, throughput, workstreams, workgroups, assignment
monitoring, etc.) algorithms, etc.)
Advanced order management
Integration (Inbound/ outbound capabilities (Intelligent Change
interfaces, data transformation, Management, decomposition, etc.)
custom plugins, etc.)
Process design (tasks, Security (users & workgroups,
processes, workflow, rules, permissions, etc.)
notifications, jeopardy, etc.)
Order state policy (order states &
transitions, integration with security,
Order tracking & reporting order operations
Service Creation Environment (design/
Order data lifecycle (model, persistence, develop/ deploy across OM,
history, audit, etc.) Activation, Inventory)
Oracle Confidential 18
OSM Product Functionality
Out of the Box Capabilities
• Reducing implementation effort and risk
• Custom-built OM solutions have a significant higher Total Cost of Ownership (TCO)
because most of the core Order Management capabilities and integrations are
custom developed.
• OSM reduces the timeline and risk of implementation by productizing the required
functionality and integration.
Capability Definition OSM Middleware / BPEL
Basic Order Mgmt. Order Types, templates, order to process mapping, Out-of-the-box Custom Build
Capabilities attachments, order events
Advanced Order Lifecycle mgmt, Suspend/Resume, In-Flight Change Out-of-the-box Custom Build
Mgmt. Mgmt., Order rollback and Fallout
User and workgroup User to task & workgroup mapping and mgmt and Out-of-the-box Custom Build
management calendaring, task filtering, load balancing, auto
assignment
CRM Integration Pre-defined WS APIs for Order Mgmt and productized Out-of-the-box Custom Build
integration to Siebel CRM
BRM Integration Pre-defined Billing fulfillment functions and business Out-of-the-box Custom Build
logic
Oracle Confidential 19
Program Agenda
• Order Management Challenges
• Oracle Solution Approach
• Introduction to OSM
• OSM Role in Order Management Solutions
• Proof Points and Resources
• Q&A
Oracle Confidential 20
OSM in Offer and Service Design
Key Value for Concept to Market processes
OSM greatly simplifies the Concept to Market process
Synchronize Offer and Service Fulfillment Design processes
Unify all aspects of end-to-end Order Delivery Design in one
environment
Rapidly rollout new offers with Zero Configuration
Oracle Confidential 21
Concept to Market
OSM Design Time Solution
Features
• Support import of product class definitions from a
Synchronized Design common product master
Process • Configurable metadata to support the order design
Unified Design process
Environment
• Enable support for catalog driven fulfillment
Zero Configuration
Offer Rollout • Consistent treatment of customer, service and technical
orders
Benefits
Reduce order fallout by ensuring fulfillment process
design synchronized with the commercial product catalog
Simplify creation and reduce ongoing management of
fulfillment definitions
Oracle Confidential 22
Concept to Market
OSM Design Time Solution
Features
• Single tool to configure end to end order management
Synchronized Design process
Process • Create and deploy both orchestration and provisioning
Unified Design cartridges
Environment
• Supports common data dictionary across OSM, UIM and
Zero Configuration ASAP configuration
Offer Rollout
• Supports the import of OSM 6.3.1 and previous process
models
• Supports version management of OSM cartridge
configurations
Benefits
Reduce time taken to design and rollout new order
management processes
Oracle Confidential 23
Concept to Market
OSM Design Time Solution
Features
• Configurable product specifications outlining fulfillment
Synchronized Design functions with dependencies
Process • Dynamic order decomposition and orchestration plan
Unified Design generation for both customer orders and service orders
Environment
• Isolate the impacts of commercial changes to BSS layer
Zero Configuration and technical changes to OSS layer
Offer Rollout
Benefits
Rollout new offers to the market with zero configuration
Low cost and fast deployment topology reconfiguration to
match business needs
Oracle Confidential 24
OSM in Order Delivery
Key value of OSM in Order to Cash processes
OSM orchestrates & executes the Order to Cash process
Capture orders from multiple sources and across multiple channels
in a single environment
Orchestrate the end to end, mixed mode, order fulfillment process
across multiple systems
Manage revisions to in-flight orders and inter-order dependencies
Provide real-time order status visibility at a line item level
Manage order processing fallouts and errors
Oracle Confidential 25
Order to Cash
OSM Run Time Solution
Features
• Receive and process multiple order formats
simultaneously through configuration
Multi-channel Order • Support multiple order types – new, change, move,
Capture cancel, etc.
Order Decomposition • Support non-service orders i.e., not requiring any
and Orchestration inventory/activation actions
In-flight Order • Support technical service qualification requests
Revisions
Benefits
Order Status
Management Centralize all order management functions leading to
reduced operational costs
Order Fallout
Management Rapidly rollout new offers and services through newer
channels (including partners) using minimal configuration
Oracle Confidential 26
Order to Cash
OSM Run Time Solution
Features
• Rules & metadata based decomposition and routing
• Dynamically generated orchestration plans for fulfillment
Multi-channel Order
Capture • Configuration allows zero configuration new offer launch
Order Decomposition • Abstracted fulfillment topology from fulfillment flows
and Orchestration • Support manual and automated tasks
In-flight Order • Fulfill order across multiple fulfillment providers
Revisions
Benefits
Order Status
Management Fast time to market with maximum reusability of
fulfillment flows
Order Fallout
Management Low cost and fast deployment topology reconfiguration to
match business needs
Choice of fulfillment flows and tasks to match varying
business needs
Oracle Confidential 27
Order to Cash
OSM Run Time Solution
Features
• Automatically perform delta analysis for order revisions
• Support multiple revisions to customer’s “in-flight” orders
Multi-channel Order and dynamically generate and execute compensation
Capture
• Support Point-Of-No-Return configuration
Order Decomposition
and Orchestration • Industry-unique intelligent order change management
supports configurable compensation
In-flight Order
Revisions
Benefits
Order Status
Management Efficient handling of customer changes to in-flight orders
Order Fallout Entirely eliminate unnecessary fulfilling of revised orders
Management
Enhanced customer experience
Reduced fallouts
Treat in-flight order changes as a normal part of business
Oracle Confidential 28
Order to Cash
OSM Run Time Solution
Features
• OSM maps responses from fulfillment providers to
aggregated order and order line status updates
Multi-channel Order • Configurable statuses and status updates from OSM to
Capture Siebel
Order Decomposition • Extended set of status attributes
and Orchestration
• Status, Status Context, Milestone, Point of No Return (PoNR), Expected
In-flight Order Delivery Date, Actual Delivery Date, Changed Order
Revisions
Benefits
Order Status
Management Comprehensive visibility of order status to CSR
Order Fallout Expedient customer interactions and care
Management
Oracle Confidential 29
Order to Cash
OSM Run Time Solution
Features
• OSM adopts best effort to fulfill orders and handles
fallouts at the order line level when fulfillment starts
Multi-channel Order • OSM validations trigger order level fallouts
Capture
• OSM creates / updates Trouble Tickets in Siebel for
Order Decomposition fallout incidents
and Orchestration
• OSM can resume processing of the order upon failure
In-flight Order resolution
Revisions
Benefits
Order Status
Management No lost orders
Order Fallout Faster resolution to fallout incidents
Management
Eliminate unnecessary operational and IT costs
Oracle Confidential 30
Program Agenda
• Order Management Challenges
• Oracle Solution Approach
• Introduction to OSM
• OSM Role in Order Management Solutions
• Proof Points and Resources
• Q&A
Oracle Confidential 31
Licensed Customer Base Europe
Total: 32
North America Arcor (Germany)
British Telecom Group (UK)
Total: 20 Cesky Telecom (Czech Rep.)
Cable & Wireless (UK)
Bell South Central Telegraph (Russia)
AT&T OTE (Greece)
Bell Canada RomTelecom (Romania)
EDS Turk Telecom
TWC Telefonica O2 Germany
CenturyLink Polkomtel
SaskTel COLT
TDS Vodofone UK
Asia/Pacific
Total: 20
Shanghai Telecom (China)
Aircel(India)
Atria(India)
VSNL (India)
Korea Telecom
Telstra
DTAC
South America Aircel(India)
KDDI
Total: 8 China Telecom
Brasil Telecom S.A. (Brasil) Telekom Malaysia
CTBC
UNE
Millicom
Large Tier-1 Providers, Multi-Domain, Multi-Service
Oracle Confidential 32
Resources
• Product Webpage on Oracle.com:
http://www.oracle.com/industries/communications/oracle-
communications-order-service-management.html
• Datasheet
• Product whitepapers
• Product Discussion Forums:
https://forums.oracle.com/forums/forum.jspa?forumID=86&start=0
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