From ITIL to eTOM: Gluing Together the eProcess Value Chain In Mixed Civil/Military Environments Track 7: New Generation Business Cases Session: OSSBIZ4 Wednesday, May 15, 2002 2:00 - 3:00 pm Martin Huddleston Principal Engineer, QinetiQ E-mail: MEHuddleston@QinetiQ.com Wg Cdr Nigel Phillips DCSA SO1 Svc Ops Plans, UK MOD E-Mail: dcsasvcops-so1plans@defence.mod.uk

Agenda Context An end-to-end process understanding Solutions Summary

Information Infrastructure SPs - Running ITIL Processes The Task User Capability UK Network SPs Information Infrastructure SPs - Running ITIL Processes Product Portfolio Owned and Managed Totally Outsourced Partially Outsourced Satellite SP Deployable Network Deployable ICS System Mobile ICS System User Capability

The Problem Future Product Service Assurance and Management Domain Board Today’s Product Portfolio Individual Product Supply Chains Contract Interfaces The Customer’s Domain (CRM/RO) Enterprise Management Portal - Customer/Supplier Interface

The Way Forwards Strategy is the art of creating value. It provides frameworks, conceptual models, and governing ideas that allow a company’s managers to identify opportunities for bringing value to customers and for delivering that value at a profit (lower cost to defence). New ways of creating value are being opened by current global competition, changing markets and new technologies. The focus of strategic analysis should not be the company or the industry, but the value creating system itself, within which suppliers, business partners, allies and customers work together to co-produce value.

Service Assurance and Management Strategy Tempo Ease of Use Assured Delivery Cost

Top Down Product Centric Service Delivery Military Business Process Domain Planning Function Doctrine Mission planning Joint functions Product Requirements Strategy and Commit, Infrastructure and Product Lifecycle Management Operations Customer Fulfillment Assurance Billing Product Lifecycle Management Infrastructure Support and Readiness Customer Relationship Management Service Management and Operations Resource Management and Operations Supplier/Partner Relationship Management Strategy and Commit Marketing and Offer Management Service Development and Management Resource Development and Management Supply Chain Development and Management (Application, Computing and Network) Coordinating Service Provider CRD Customer Requirements Document Information / Application Requirements Application SPs Infrastructure Service Requirements Information Infrastructure SPs Network Service Requirements CITS VPN CITS PTP service CITS Dedicated Network LF/HF/VHF PTT’s UK Net SATCOM Theatre Theatre Network SPs Satellite SPs UK Network SPs Strategy and Commit, Infrastructure and Product Lifecycle Management Operations Customer Fulfillment Assurance Billing Product Lifecycle Management Infrastructure Support and Readiness Customer Relationship Management Service Management and Operations Resource Management and Operations Supplier/Partner Relationship Management Strategy and Commit Marketing and Offer Management Service Development and Management Resource Development and Management Supply Chain Development and Management (Application, Computing and Network)

Change Management Cohesion ‘Get a Grip!’ Incremental Acquisition Continue to Meet Today’s Needs Catalyst Project ‘Suck it and See’ Engage Suppliers up Front Use NGOSS Do Business Differently

End-to-End Process Understanding

End-to-End Process Problem Provider Customer Third Party Service Provider CRM S/PRM Provider Third Party Service Provider CRM S/PRM Provider Customer Service Provider CRM S/PRM Customer Provider Customer Third Party Service Provider CRM S/PRM Customer-Provider Relationship Interactions CRM: Customer Relationship Management S/PRM: Supplier/Partner Relationship Management © TeleManagement Forum eTOM April 2001

ITIL® - Information Technology Infrastructure Library & Processes © Crown copyright 2001 © Crown copyright 2001 Deliver IT Services Support IT Services Managing Applications The Business Perspective Manage the Infrastructure Service Delivery Process Map (Fulfilment) Service Support Process Map (Assurance) URL: http://www.itsmf.com

eTOM RM&O Delayering the Service Computer & Application Layer Resources - ITIL® eTOM for the Rest Fulfillment Customer Relationship Management Supplier/Partner Relationship Management Service Management and Operations Resource Management and Operations Customer Interface Service Resource Management Resource Buying Configuration Inventory Provisioning Management Marketing Fulfillment S/P Order Network Inventory Management Network Management Provisioning Selling Application of ITIL ® S/P Interface Computing Management Computing Inventory Order Handling Provisioning Management Application Application Inventory Retention and Provisioning Management Loyalty © TeleManagement Forum eTOM April 2001

Service Fulfilment Value Chain End to End User Service 1 CRM SM&O RM&O S/PRM Deliver Service 1 Computing & Application Service 2 Deliver Service 2 ITIL - © Crown copyright 2001 Network Service 3 CRM SM&O RM&O S/PRM Deliver Service 3 Carrier Service 4 CRM SM&O RM&O S/PRM Deliver Service 4

End-to-End Service Assurance Co-ordination Service Co-ordinator CRM SM&O RM&O S/PRM Service Provider a - eTOM Service Provider b - ITIL Service Provider c - eTOM CRM CRM SM&O SM&O RM&O RM&O S/PRM ITIL - © Crown copyright 2001 S/PRM

Process Model Driven Architecture ? Understanding Inter-organisation and Organisation Process through (UML) Process Models Potential to Drive Future NGOSS™ Implementations Standard business process tools for modelling NetViz® process mapping & 3D End-to-End Visualisation ITIL Service Delivery in 3D eTOM in 3D

Inter-Organisation Process Flow

So what does this mean for NGOSS? - Doing Business Differently © TeleManagement Forum Val Ch Roles Rev 0-2.doc 4th Feb 2002

Solutions

Considerations for the OSS Maturity of the Value Chain, migration Prototype B2B including organisation & culture Incremental capability migration Partnerships Open architectures Enduring principles

Service Assurance Migration Legacy Network Gateway Current Service Management Domain DCSA Service Operations eTOM Domain e-TOM Service Assurance processes Clarify OSS OSS Middleware HP OSS End-to-End Messaging Gateway Domain Emerging Service Management Domain Information Service Layer Domain Clarify OSS HP OSS e-TOM/ITIL process harmonisation Inter-domain Gateway B2B Satellite Service Provider Domain B2B Radio Service Provider Domain B2B UK Network Service Provider(s) Domains B2B Managed Services Domain Asset & Incident Management Infrastructure Monitoring Operations Management Peregrine OSS Commercial Partner s OSS Core Nodes Workstations New Information Infrastructure - ITIL Domain User Access LAN Estates User Access Infrastructure B2B User Access Infrastructure Domain Servers Workstations Legacy Service Provider IT Domain Extant database integration Heritage Information Infrastructure Copyright Cogent Defence & Security Networks Ltd, 2002

Today’s NGOSS for Service Assurance & Management

Today’s NGOSS for Service Assurance & Management Virtual enterprise collaboration Back office, legacy system Integration Links to suppliers, partners CallCentre Support Sales & Marketing Contracts eBusiness Quality Logistics Shared customer database, workflow management Customer touch points Web/ Internet E-mail In person IVR Fax Phone Integrated queuing and routing Web-enabled, integrated front office applications Wireless PoS

Summary A Critical Business subject to significant change which must be delivered Considerable benefit from eTOM & ITIL® in understanding the Value Chain NGOSS systems offer opportunity to create real value to our customers by doing our business differently Realising the vision through Pilot Projects exploring the potential for doing different business

Thank You QUESTIONS ? Wg Cdr Nigel Phillips, DCSA SO1 Svc Ops Plans, dcsasvcops-so1plans@defence.mod.uk Martin Huddleston, Principal Engineer, MEHuddleston@QinetiQ.com Andrew Baldwin, eBusiness Manager, andy.baldwin@cogent-dsn.com