OSS/BSS of a system

Scheme OSS/BSS of a system

With development of the communications industry by a decisive factor in competitive struggle between operators there were services which they can provide. For this reason the efficiency and service quality purchase new value. As a result the functionality of the systems of operational support of telecommunication networks considerably extended, and the new class of IT solutions — OSS/BSS of a system appeared.

Recently OSS/BSS of the solution were widely adopted also in other industries, but the dominating number of implementations of the systems of this class are the share of the companies of a telecom. Considering a role of telecommunication networks in business of the modern operator, it becomes clear that their effective operation — one of the most important tasks.

Modern OSS/BSS of a system contain a set of modules (classes) and subsystems directed to the solution of different business challenges. A combination of different classes to corporatelink heading with information systems (CRM, HelpDesk, etc.) the functionality for the solution of specific questions provides necessary^[1].

Modules

IT infrastructure constantly becomes complicated. All this regularly changing and growing computer system, a complex of communication networks and life support systems need to be supported and serviced. Without means of automation it is impossible to solve this problem as human resources are, as a rule, limited. The automation equipment of manual work, in this case, are the systems of operational support. This abbreviation integrates several subclasses of systems, including monitoring (Fault Management), collecting and performance review (Performance Management), mediation (data collection from the diverse equipment and their reduction to a general view), SIEM (Security Information and Event Management) collecting and data processing from means of information security and some other systems^[2].

The OSS systems, as a rule, do not live in the closed world. They interact with any analytical solutions of a class, for example BI to give a summary picture of how functioning of IT or a telecom, or the providing infrastructure affects specific business process. These solutions show what needs to be changed in infrastructure to optimize activity of the enterprise, and help to estimate how high-quality services are rendered to the end consumer.

According to the experts, despite continuous improvement of technologies of communication, losses from fraud in telecommunication companies reach 3–10% of a total turnover. It is remarkable that for most the organizations this indicator fluctuates within 5–7%. One of the most important classes OSS/BSS of a system is Fraud Management that is literally translated as "management of fraud".

The module Fraud Management intended, first of all, for telecom operators provides detection, suppression and prevention of cases of unauthorized access to resources of the operator. Equipped with monitors for different types of connections, a system reacts in case of a call of suspicious number, the nonexistent user or unauthorized access to services.

Means of Fraud Management the profile of each subscriber (frequency, duration of calls, time of their commission, the main directions of calls, etc.) then a system compares the received average parameters with current is under construction and transfers documentary analytics on a situation with recommendations of the subsequent actions. The similar solution allows not only to prevent quickly all cases of unauthorized use of resources of the telecom operator, but also to develop a certain mechanism of protection on the basis of the carried-out analysis. Experts also note that close integration of Fraud Management with the CRM solution allows to construct most quickly and effectively protection against fraud.

Except the class Fraud Management, the module Fault Management & Trouble Ticketing — registration and management of faults is of very great importance. The solution allows to manage effectively work plans and also to optimize work of personnel. Reduction of terms of repair work which is reached at its implementation allows the company to work much more quickly. The operation principle of Trouble Ticketing is similar to Fraud Management: information on all arising problems and malfunctions gathers and systematized, besides, data on a method of their elimination and a current status of works remain.

Using solutions of the class Fault Management systems for effective management of telecommunication resources are created. Quite often Fault Management is integrated with Help Desk solutions. According to the experts, implementation of the systems of such class allows to reduce significantly their TCO (Total Cost Ownership is total cost of ownership).

In addition to the listed classes, modern OSS/BSS a system includes a set of other modules. It and the solutions for management of inventory (Inventory Management) allowing to automate planning of replenishment action and to provide the visualization, strict control and accounting of the resources of the same name of telecommunication company, solutions for performance management (Performance Management) intended for optimization of work of telecommunication network.

Besides, in OSS/BSS solutions there are modules for order management (Order Management) and also analytical classes for planning and development of services (the Network & Service Provisioning Management) and widely known WorkFlow-systems intended for management of geographically distributed teams of employees. Means of WorkFlow Management provide also monitoring and drawing up analytical reports in real time.

Analysts distinguish several possible methods of creation OSS/BSS of the solution at the enterprise. Anyway, each option comes down to integration of the different classes OSS/BSS with other information systems and/or classes. It can be Fault management&Trouble ticketing + SLA management + CRM, or Fraud Management + a billing system + CRM and also other methods. Each combination provides the solution of a certain class of the most critical business challenges for the customer. The choice is made on the basis of the complex analysis of all business processes of the company.

70% of service providers conduct active processes of upgrade of the OSS systems, noting results already on early project stages

On August 8, 2011 Amdocs announced results of the global research opening trends in the field of upgrade of OSS systems and difference in approaches to their modification. Service providers participated in a research worldwide. Its results are designed to help the companies to analyze a relative status of the projects on upgrade of OSS systems.

Main outputs of a research

• 70% of service providers began projects of upgrade of OSS systems in 2009-2011: Only this year similar projects started in a quarter of all respondents of the companies. The companies which characterized themselves as the innovation for 75% finished updating process. Lagging behind are at early stages – generally without having passed a 25 percent boundary.
• Operational factors are the most priority: Operational drivers, such as increase in efficiency and decrease in operating costs for work of OSS systems are the major reasons to start upgrade. However, as showed a research, the IT sphere coordinates with business more and more, and need of updating of OSS is affected even more often by business factors and need of quality improvement of service.
• 33% of service providers receive the result measured quantitatively from upgrade of OSS: In spite of the fact that many companies are on early project stages of updating, 39% from them said that they already received notable benefit from these projects. It, in particular, acceleration of start of new products, a possibility of creation of niche products, acceleration of cash flow, decrease in operating costs, support of bigger number of consumers and decrease in number of complaints from them, reduction of outflow of clients, support of new services, for example machine-to-machine (M2M).
• Regions show different approaches to upgrade of OSS: The research revealed that for upgrade of OSS absolutely different approaches are used. So, in Europe service providers are focused on cost control and the purpose of updating of OSS consider performance improvement of infrastructure and support of new services. In North America the companies are anxious with efficiency of OSS systems and aim to increase their flexibility for support of start of new services and services. In Latin America the companies are interested in acceleration of business processes and convergence between the separate directions of business. In Asia the main drivers of upgrade is expense reduction and start of new services.

Suppliers

Основная статья: OSS/BSS

The market of suppliers of OSS/BSS of systems is rather dynamic, and at it there is a great number of players. It as IT giant, such, both Hewlett-Packard and IBM, and the little-known companies specializing only in this market. By estimates of analysts, OSS/BSS of the solution of the following producers are most widespread:

• Hewlett-Packard
• Alcatel-Lucent
• IBM
• Micromuse (in 2006 IBM then was a part of division on production of the software Tivoli is purchased)
• Amdocs
• NVision Czech Republic (earlier Sitronics Telecommunication solutions) (FORIS BSS/OSS)
• CBOSS
• Naumen
• E2E4
• Telecordia Technologies
• ADC Telecommunications
• Agilent Technologies
• Intec

Vitria Technology, Axiom Systems, NetCracer Technology and Telution are less known.

Nevertheless, for many largest IT companies of the solution of this class are not the priority direction of business and are focused, first of all, on its diversification and providing services to the customer of the most full range. Quite often similar systems are closely integrated with other products of the supplier and have significant restrictions on functionality in case thin setup for the solution of individual tasks is required. At the same time, the small companies offer products with much ampler opportunities on individual preference and solutions of world famous producers have significantly smaller cost, than.

Except the choice of the supplier, the choice of the system integrator implementing the project in the company is of great importance. OSS/BSS implementation — rather difficult and resource-intensive process requiring in addition to significant capital investments, also compulsory education of personnel. Besides, It should be noted that, as well as when using ERP system, the effect of implementation of OSS/BSS is shown only in average and long-term perspectives that also leads to deceleration of market development of this class of solutions.

Despite all listed difficulties and on the fact that a system does not bring to OSS/BSS direct income its orientation on more effective operation of telecommunication networks leads to minimization of costs and reduction, for example, of such parameter as the half-received profit.

Notes