1. ICT Service Management and Operation CCSA DOCUMENT #:GSC13-PLEN-24 FOR:Presentation SOURCE:CCSA AGENDA ITEM:Plenary; 6.10 CONTACT(S):klp_lucy@hotmail.com Submission Date: July 1, 2008

2. 2 ICT Service Architecture –ICT Service definition –ICT Management Service definition –ICT Operation Mode ICT Service Management and Operation Architecture –ISO: OSI System Management –ITU-T & TMF: TMN & NGOSS –ISO & BSI: ISO 20000 & ITIL –IETF: SNMP –Architecture Harmonization ICT Service Management and Operation Technologies –Management Information Model –ICT Service Measurement –SOA-based Management and Operation System Design & Implementation –Service Science, Management, and Engineering Highlight of Current Activities

3. 3 Strategic Direction Vertical (TMN Context) NEL EML NML SML BML Data Information Knowledge Wisdom Signal C2B B2B Q FunctionInterfaceInformation Horizontal: SPNOIntranet HN End-Customer Intranet HN End NGN NGI

4. 4 Challenges ICT Environment (revolution) –Telecommunication / Internet Communication / Unified Communication Management and Operation Methodology ( Harmonize or unify ) –System Management / TMN / eTOM(NGOSS) / ISO20000(ITIL) / SNMP Operation Mode (Self Mgt.->Mgt. for Others, Self usage->Used for Others) –Telecommunication Operation / Service Innovation –Manage its own network / Manage others network –For its own used Management Service / For others used Management Service Organization (Coordination or Competition) –ITU-T: SG2,4,12,13 / ISO / IETF / BSI Technologies (Innovation and Selection) –CMIP, CORBA / Web Service / SNMP –Management / Measurement –Management Interface / API Management Information (Harmonization) –Modeling Language: UML / GDMO / CORBA / XML / SMI –Information Model

5. 5 Next Steps/Actions ICT Service Management and Operation Environment, Scope and Targets –Managed Objects –Management, Operation and Business ICT Service Management and Operation Architecture –Functional Architecture –Physical Reference Architectures Required Management Information Models and Harmonization –Methodology –SDOs –Information Models ICT Service Management Technologies –System Technologies –Interface Technologies –Information Modeling Technologies

6. 6 Proposed Resolution Recognizing: –that ICT has been used in many societies; –ICT management and operation has been deployed or is to be deployed in many regions and countries represented by the GSC Participating Standards Organizations; and –that the integration of ICT service management and operation and telecommunication management will offer benefits with enhanced value to the public. Considering: –that many GSC Participating Standards Organizations have begun work in the area of ICT service management; and –that there has been successful collaboration among many GSC Participating Standards Organizations and ITU-T. Resolves: –that the Participating Standards Organizations of GSC continue to support ICT service management and operation standardization as a High Interest Subject; –continue to bring a spirit of collaboration and mutual support to the development of ICT service management and operation standards; and –work to identify and present areas of standardization that relate ICT service management and operation with other High Interest Subjects, such as ICT and health, Home Networking, etc.

7. 7 Supplemental Slides

8. 8 CCSA Related Programs TC7 –IT operations and maintenance service management technical specificationPart1: Architecture –IT operations and maintenance service management technical specificationPart2: definition of management service –IT operations and maintenance service management technical specificationPart3: management process –IT operations and maintenance service management technical specification--Part4: service management support system –IT operations and maintenance service management technical specificationPart5: Configuration management database TC3 –The Service Requirement for Unified Communication –The Interface Technical Requirement of Instant Message and Voice Communication Services for Unified Communication –The Technical and Standardization Requirement for Unified Communication TC1 –Study on ICT Access standards system for Small and Middle sized enterprises –ICT Access services requirement Technical for Small and Middle sized enterprises

9. 9 ITU-T SG4 Strategic Work Areas(1) Agile service management –Management support for agile service creation –Management of Service independent building blocks/components –Ensure scalability of new management solutions –Management of Service Quality Management support for customer centric services –Self-service c2b (processes) –Zero touch –Personalization –Safe'n'secure –Blended services –Context awareness Support NGN business models –Management support for flexible Value Chain (multi providers) –Mass customization of services –Solutions must no longer assume monolithic SP/NO –Real Time or Near Real Time solutions required for b2b processes –Safe'n'secure –Support for new revenue streams e.g. Billing on Behalf of Others (BOBO) Management of Service and Transport Resources –Fixed Mobile Convergence –Easy accommodation of a (wide) range of resource types from a (wide) range of suppliers –soft devices – function rich devices –general purpose hardware

10. 10 ITU-T SG4 Strategic Work Areas(2) Management of Home networking –Remote service Gateways management Personalization and customer self-service –IPTV –QoS Management –Management delegation within Home Networks Build on the IT Industry/Telecom management linkage –Process automation building on Mainstream IT techniques –Telecom/IT convergence (management) –web-services –commoditization Technology watch for NGN Management –Identify tomorrows problems –Analyze –Propose solutions Centre of Excellence for NGN Management –Gathering info –Harmonization (build on the work of SDOs and Forums) –Create an NGN Management Databases (e.g. GTDD) –Integrate management Solutions –Analyze the impact of regulations on management

11. 11 ISO/IEC Related Specifications ISO/IEC 20000 series –ISO/IEC 20000-1:2005 Information technology -- Service management -- Part 1: Specification –ISO/IEC 20000-2:2005 Information technology -- Service management -- Part 2: Code of practice –ISO/IEC CD TR 20000-3 Information technology -- Service management -- Part 3: Guidance for the scoping and applicability of ISO/IEC 20000-1 –ISO/IEC NP TR 20000-4 Information technology -- Service Management -- Process Reference Model –ISO/IEC NP TR 20000-5 Information technology -- Service management -- Part 5: Incremental conformity based on ISO/IEC 20000 –…… ISO/IEC 27001series –ISO/IEC 27001:2005 Information technology -- Security techniques -- Information security management systems -- Requirements –ISO/IEC 27006:2007 Information technology -- Security techniques -- Requirements for bodies providing audit and certification of information security management systems –ISO/IEC 27005:2008 Information technology -- Security techniques -- Information security risk management –……

12. 12 Others OGC/BSI –ITIL V2 –ITIL V3 ISACA –COBIT