© 2016 TM Forum | 1 ‘ SMART BPM’ Enabling Digital Transformation - Wave II

© 2016 TM Forum | 2 Orange - Problem Statement We have seen SMART BPM an Agile way to Enable Digital Transformation for Process / System Transformation. “We need to improve our service assurance system/ process in Agile way.” Christian Orange CIO OCEANE Overview  Resource & Service Trouble Ticket  10 millions TT / year  users (incl concur.)  up to 40 countries/organization worldwide  SMS (alert )  1.3 million mails (event) TRANSFORM OCEANE DIGITALLY

© 2016 TM Forum | 3 Working towards one objective – demonstrating ‘SMART BPM’ Enabling Digital Transformation for Process / System Transformation SMART BPMDigital Enterprise Suite Disco TEAM TOGETHER EVERYONE ACHIEVES MORE CHAMPIONS PARTICIPANTS

© 2016 TM Forum | 4 Smart BPM – Concept ABPD - Automated Business Process Discovery SBPV – Smart Business Process validation ABPG - Automated Business Process Guidance SBPF - Smart Business Process Framework Mapping EBPF -Enhanced Business Process Framework SPPA- Smart Predictive & Prescriptive Analysis SBPI - Smart Business Process Improvement

© 2016 TM Forum | 5 WHY SMART BPM - Fewer Resources Cost Effective - Accelerated Lifecycle - Greater Transparency - Fact-based - Impervious to Complexity Fast Accurate - Minutes vs. Weeks - Legacy vs. Digital Industry Agnostic Industry Framework Mapping Analytics - Evaluate - Simulate - Predict Monitor - Performance - Bottlenecks - Infinite loops - Manual Vs Automated

© 2016 TM Forum | 6 The Problem The products and services we provide to our customers require large scale and complex business processes which needs to be transformed. Fault Management System Transformation – so that the redundant and unused functional parts in the current system can be identified and there by system transformation strategy can be defined.

© 2016 TM Forum | 7 PRE-DISCOVERY PHASE:  Scope finalization  Schedule Meetings PROJECT PLAN: INTERVIEWS & FLOOR WALK: Sessions with SME to understand and capture the AS IS process, pain points and issues TIME & MOTION ANALYSIS: Identifying the pain points and improvement opportunities Gathering volumetric details IPCOrder countCT IPC13340 IPC23242 IPC33541 IPC42837 MANUAL PROCESS MODEL Current State Process Discovery & Analysis - Manual RECOMMENDATIONS

© 2016 TM Forum | 8 Automated Business Process Discovery(ABPD) & Smart Business Process Validation(SBPV) PRE-DISCOVERY PHASE:  Scope finalization  Study system architecture  Request desired Transaction logs VALIDATE RESULTS : Sessions with SME to validate, pain points and issues PROJECT PLAN : AUTOMATED PROCESS DISCOVERY : SMART PROCESS VALIDATIONS & ANIMATION Process models are entirely computer generated and requires no human input.

© 2016 TM Forum | 9 Illustrative example of Manual vs Automated Outputs Manual Discovery Automated Discovery

© 2016 TM Forum | 10 Events over Time Activity over Time Log Summary Activity Summary Activity Pareto Fault Mgmt Online Application – Performance Analysis

© 2016 TM Forum | 11 Fault Mgmt Online Application – Performance Analysis Webpages contribute for 93% of the total events Total 519 variants, Top 6 variants covers 60% of the Cases Events/ Minute over Period of time showing Peak and Bottom period From PageTo PageFrequency % of Total Events TIC-SC164: TICKETS LISTS TIC-SC076 – TICKET INTERVENTION 56645% TIC-SC076 – TICKET INTERVENTION TIC-SC089: TICKET COMMENT52114% TIC-SC089: TICKET COMMENTTIC-SC164: TICKETS LISTS30372% TIC-SC076 – TICKET INTERVENTION TIC-SC063: Ticket Detail29542% TIC-SC089: TICKET COMMENT TIC-SC076 – TICKET INTERVENTION 24462% TIC-SC063: Ticket Detail TIC-SC076 – TICKET INTERVENTION 23352% Top 6 Activity Transitions Webpages Relative Frequency

© 2016 TM Forum | 12 POST-DISCOVERY PHASE : Export Process in XML format AUTOMATED PROCESS CREATION Ticket Process Mapped to BPMN 2.0 Process Flow Activities, Gateways created as per discovered process flow PROCESS ANIMATION Attachment of Documents ( Instructions,Rules, Example ) attached activity Videos and tutorials explain steps in details linked to Activity ABPG – Automated Business Process Guidance AUTOMATED PROCESS MODEL On single click process discovered process is converted to industry standard process model.

© 2016 TM Forum | 13 SBPF - Smart Business Process Framework Mapping Using latest BPF (eTOM) version BPMN 2.0 Process Flow : Activity mapping to BPF (eTOM) Framework : Who is the actor? What activity is done? When to be done? Which system? Why is it done ?

© 2016 TM Forum | 14 TMF Fx-16 Contribution Status Existing TMF Matrices Mapping Proposed Metric1- % Usefulness of webpage Description: Usability of web pages in an online portal. It can be calculated using following formula:-Visit to web page/Total visit to Web site. Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead. This will be added to TMF Metrics repository for FX16 at maturity level 2. Proposed Metric2- # Seconds User spent on Web Page, per visit Description: Complexity of content on the webpage in an online portal. It can be calculated using following formula:-SUM[Duration Spent on Web Page by different Users]/Total Web Page Visits Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead. This will be added to TMF Metrics repository for FX16 at maturity level 2. Proposed Metric3- %Next Page Transition Description: User most accessed path - :Transitions from Source Page to Particular Page/Total no. of transitions from Source web page to all other web pages Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead This will be added to TMF Metrics repository for FX16 at maturity level 2.. TMF TID 787- % Web Site Pages Helpful Description - Used to measure the usefulness of Web Site information pages. Matrices – Taken from GB988 TM Forum Metrics Definition R TMF TID 788– # Web Site Page Votes Helpful / # Web Site Page Votes Description - Used to measure the usefulness of Web Site information pages Matrices – Taken from GB988 TM Forum Metrics Definition R

© 2016 TM Forum | 15 Smart Predictive & Prescriptive Analysis BPMN Process Map Simulation Parameters Simulation Output Create Trouble Ticket Preparations for Simulation: Sub Process identified for simulation Simulation Parameter assigned to each activity and gateway. E.g. Processing Time, Resources Scenarios to simulate process using different parameters After Simulation: Mean Processing Time, Trigger Count summarized at the end of simulation for each activity

© 2016 TM Forum | 16 Thank You