This blog post is dedicated to introducing Operations Support Systems, or OSS, which
we will conduct in such a way that relates to the developments of the new telecom management architecture called TM Forum Open Digital Architecture, or ODA.
What is an OSS and Why is it Important?
Business Support Systems (BSS) and OSS refer to the traditional view and architecture of management functions in telecoms and DSPs in general – the software applications, functions, processes, and data that are used to manage infrastructure, customers, services, and generally the business operations of a telecom. In simple words, BSS and OSS are the two poles of the telecom management system.
Traditionally, BSS deals with front-office activities such as sales, customer interactions, customer care, and strategy. BSS is the customer-facing set of management functions in a telecom. On the other hand, OSS is focused on network and engineering-oriented functions, playing the back-office role. These functions are related to fulfilling the promises made when the customer signs an agreement: providing services (fulfillment) and ensuring those services maintain their quality (assurance), among other things.
Consider a scenario where a customer requests a new service, like high-speed internet. The BSS manages the initial sales process, records the customer's information, and processes the payment. Once the order is placed, the OSS steps in to fulfill the request by configuring the necessary network elements to provide the service, ensuring that the customer's home or business is connected and receives the promised service quality. This division of tasks ensures that the customer experiences a seamless and satisfying journey from the initial sale to ongoing service.
OSS comprises various tools and software solutions that support network management processes, ensuring that the network infrastructure operates smoothly and that service quality is monitored, issues are detected, and quickly resolved, meeting the agreed-upon service quality standards.
Key Functions of Operational Support Systems (OSS)
We will introduce key functions of OSS by relying on the newest TM Forum terminology, recognizing that the new architecture, the ODA, will eventually replace both BSS and OSS. For this, we use TM Forum’s core framework called Functional Framework. It is a map of telecom’s automated functions that need to be supported by the underlying OSS and BSS software. The figure below displays the Functional Framework (GB1033 Functional Framework v24.0) with domains, verticals, and OSS functions.
For the sake of our readers that are new to the concept of frameworks, we will try to briefly explain what it represents. A domain is a way to classify functions contained by the framework. Functions are activities pertaining to a certain business activity of the telecom. The names of the
functions usually contain the domain name as part of their own name or definition. Here are the meanings of domains that are most important from an OSS point of view:
| Domain | Description |
|---|---|
| Customer | Functions for managing all customer contacts during acquisition, usage, payment, and support for telecom products. |
| Product | Strategic planning, definition, development, and operational functions for telecom products offered to the market. |
| Service | Strategic planning, definition, development, and operational functions for services that realize product offerings. |
| Resource | Strategic planning, definition, development, and operational functions for resources like applications, computing, networking, and storage, representing the telecom infrastructure used to realize services. |
Besides categorizing functions horizontally into domains, the Functional framework uses vertical contexts, or simply verticals, for logical function grouping. There are two major categories of verticals:
- The Strategy to Readiness category includes functions for developing strategy, helping build infrastructure, manage products, and support various functional processes (e.g., CRM, HR, Marketing) to direct and enable Operations.
- The Operations category includes operations functions for customer management and support, such as Fulfillment, Assurance, Billing, and Operations Support & Readiness, as well as supplier/partner relationship management.
The area where a domain and a vertical overlap determines the scope and context of the functions within that intersection. For example, the intersection of the Assurance vertical and the Resource domain clearly defines a group of functions that ensure networks function efficiently.
The following is the explanation of major intersection functions. One must emphasize that some of the functions listed below overlap with what is traditionally considered BSS.
Fulfillment
Fulfillment is the process by which a telecom takes the customer’s request for a product (say new high-speed home internet) and ensures everything needed to set up the product is up and running, and the customer confirms acceptance.
The process itself starts in BSS and goes all the way down to OSS, resulting in coordinating resource provisioning, technicians, and other systems before the product is ready to be finally provisioned on the billing/charging system.
The basic concept behind fulfillment as a process is order management. The customer places an order, and a function of BSS called Customer Order Management or COM decomposes the order and places the order for fulfillment of services that compose the product. This new order for services is handled by the function called Service Order Management or SOM.
Within SOM, there is the process of service decomposition that aims to select the best technical solution for the ordered services on the network level and generates resource orders that are handed over to the next function in line – Resource Order Management or ROM.
ROM processes resource orders by decomposing them further into resources that need to be provisioned, configured, and activated to provide the requested services.
Whilst ROM and SOM are required to orchestrate all steps needed to provide customers what they want, the actual job of making the service come alive is part of two other OSS functions for fulfillment:
- Service Configuration and Activation, and
- Resource Provisioning.
Resource provisioning is ensuring that all physical, virtual, and logical resources are available, properly configured, and activated. To do that, there are different stages that happen:
- Design (what needs to be provisioned and how),
- Deployment and setup - actual physical installation of setup of equipment),
- Configuration – configuring equipment for being able to provide services,
- Activation – turning all things up and making tests.
Now, assuming everything is provisioned on the resource level, SOM processes receive notifications about it, and SOM is ready to finish the job. All services have been configured, and the last step is the service activation. The activation assumes activation of configurations (say of CPEs – Customer Premises Equipment) and testing to ensure the correct delivery of the service.
The Resource Provisioning Monitoring function ensures that Service Managers responsible for delivery have all the necessary data at their disposal. They can monitor the execution process and take the next steps when there is a fulfillment process fallout. The Supply Chain Fulfillment function ensures that equipment stock is sufficient to support operations, and that logistics and supply chains are in place to handle any contingencies.
Now, this explanation is very simplified but illustrates fulfillment as one of the two major value-producing operational functions along with assurance.
Assurance
Assurance functions and processes within OSS are designed to ensure the quality and performance of customer services meet the expected standards while making the ICT infrastructure and technology platforms run with minimal disruptions.
Assurance operates on both service and resource levels. Resource-oriented assurance involves the performance and trouble management of network and other resources. On the other hand, service-oriented assurance focuses on monitoring the quality and performance of services, ensuring they meet SLA targets. Generally, OSS assurance functions can be divided into quality and performance monitoring and trouble management:
Network/Resource Performance Management functions involve collecting, processing, and storing network/resource events, alarms, and performance data to detect any pending or existing problems. Preventive actions aim to maintain the overall health of the ICT platform. Key functions include Alarm and Performance Management, Capacity Management, Network Traffic and Bandwidth Management, and Resource Performance Planning, all of which ensure the infrastructure supports existing customers and services while planning for future expansion.
Resource Trouble Management covers the identification, classification, and management of resource issues, aiming to swiftly restore resources to their normal operational states. This includes Resource Trouble Resolution, supported by Trouble Repository Management, which handles ticket creation and management based on alarms and performance violations. Resource Trouble Analysis identifies the root causes of resource troubles and determines the necessary actions for resolution, whether temporary or permanent.
Service Quality and Performance Management functions oversee customer service functioning and manage service degradation alarms. These sub-functions include Service Performance Management, which ensures optimal service delivery through continuous monitoring and testing, and Service Quality and Performance Supervision, which involves real-time measurement and analysis to maintain high standards, generating comprehensive reports. Together, they prevent and resolve performance issues, ensuring seamless service quality.
Service Problem Management is responsible for managing service issues, with several sub-functions detailing different activities. Service Problem Resolution involves automated and manual actions to restore normal operations, including reconfigurations, temporary workarounds, and dispatching technicians. It encompasses diagnosing issues, analyzing diagnostic actions, and managing reporting and escalation procedures. Service Problem Repository Management records and manages the lifecycle of Service Trouble Tickets. Service Trouble Analysis identifies the root causes of service issues through tests, inventories, historical data, and workforce interventions, interpreting results to determine necessary actions. Service Trouble Tracking and Lifecycle Management oversees the lifecycle of service troubles, ensuring efficient management and resolution, particularly during mass outages. Service Problem Policy Management defines actions and rules for managing service problems, determining the best solutions based on urgency, impact, and priority levels.
Operations Readiness & Support
Operations readiness & support functions bolster assurance and fulfillment roles. These include Resource Management, which oversees network inventory, and Resource Test Management, responsible for end-to-end testing to ensure resources operate properly.
Work Order Management tracks and manages the lifecycle of work orders, ensuring timely assignment, coordination, and escalation. It initiates re-assignments based on priorities and technician progress.
In the service domain, Service Management oversees service inventory, while Service Test Management handles end-to-end service operation tests like local loop and platform tests.
Usage management
Service Usage Management is primarily concerned with providing the billing and charging systems they need. Service Usage Management collects and aggregates service usage data. While Resource Usage Management also deals with resource usage, this function is concerned with correlating usage with resource capacity, usage forecasting, and other related aspects.
Strategy Management
Strategy Management functions encompass the design, planning, and development of services and resources, informed by data analysis.
Service Strategy Management focuses on service design and planning, crafting strategies based on inputs like company context and industry trends. It updates service designs and provides strategic implementation plans considering technology, site management, and partners.
Resource Strategy Management defines and develops resource strategies, aligning with service strategies by optimizing technologies while adhering to legal and market constraints.
Service Analysis includes delayed analysis of service data to influence strategy. The Service Diagnostic and Test Relevance Quality Loop manages quality feedback on diagnostics, improving them through statistical analysis and rule updates.
Resource Strategic Analysis provides delayed analysis on resource data, guiding strategy. It includes Resource Infrastructure Analysis, Supply Chain Planning Analysis, and the Resource Diagnostic and Test Quality Loop, which updates diagnostics based on feedback and statistical analysis.
Capability Management
Capability management in general involves functions and activities pertaining to specifying and managing the specification of service and resource capabilities. In a nutshell, this is part of a more generic and broader activity called Business Capability Management, by which telecoms unify all business units in terms of the capabilities they need to provide to achieve defined business goals. In the case of Resource Capability Management, this is related to specifying the capabilities of equipment (resources) with direct implications for supply chains and investment and operation costs. This involves high-level plans to develop, operate, and retire networks, data centers, etc.
On the other hand, Service Capability Management is primarily concerned with developing a service infrastructure strategy that will serve service delivery: deployment, operation, and retirement.
Business Value Development
The group of functions related to Business Value Development includes specification development and management for elements that create value, aligning with the business values defined at the business level.
Resource Specification Management involves creating and updating the resource catalog for physical and logical resources. Work Specification Management specifies the types of work needed, including required skills and resources for activities such as training or installation.
Supply Chain Development focuses on developing the supply chain, including new and evolving stock items. Service Test Specification manages the service test catalog.
Service Specification Development maintains the service catalog, defining Customer Facing Services (CFS) and technical solutions for Resource Facing Services (RFS). It executes the high-level service strategy and creates infrastructure for service delivery. Service Deployment and Retirement manage deployment constraints and ensure a phased rollout.
Service Quality and Performance Management oversees service operations and alarm handling, ensuring alarms are managed according to defined rules. Service Performance Development defines supervision strategies, performance indicators, and alarm conditions. Service Quality Development establishes service quality indicators and related rules.
Benefits of Implementing an Operational Support System (OSS)
Having an OSS in place is a must, and one can only discuss the level of benefits in terms of the level of functionalities it supports. Since the network is one of its largest material assets, a well-designed OSS provides the most cost-effective benefit – the efficient utilization of network resources.
Since a large number of people participate in daily operations, OSS is the crucial component that enhances operational efficiency and consistency by connecting customers to the network and facilitating seamless assurance processes. OSS thus not only generates revenue but also acts as an insurance mechanism by identifying and managing network outages or degradations. This ensures stable service quality and minimizes customer churn, the dreaded scenario where customers switch to competitors.
Moreover, OSS drives systematic behaviors across an operator's organization, enabling ongoing optimization and improvement. It supports various roles within the company, from field workers to core network engineers, ensuring that tasks are efficiently allocated and managed.
OSS also generates vast amounts of data, capturing information across different domains. This includes operational data like network health and asset management as well as service quality. By analyzing these data sets, telecom companies can derive valuable insights that inform strategic decisions.
Furthermore, the consistent and repeatable processes driven by OSS allow for ongoing updates and improvements. These enhancements, built on the back of OSS tools, are essential for maintaining a competitive edge.
In addition to operational efficiency, OSS plays an important role in customer satisfaction and brand value. Effective monitoring and management of processes, resources, and customers by OSS can significantly enhance competitive advantage by establishing the telecom as one dedicated to service excellence.
UMBOSS - Enhancing Your OSS
UMBOSS is an umbrella network and service assurance platform that directly addresses functionalities of assurance in OSS. Its numerous functions cover assurance tasks such as Resource and Network Performance Management, Resource Trouble Management, Service Quality and Performance Management, and Service Problem Management. It also supports functions in Operations Readiness and Support, including Service Management and Resource Management, as well as Service Quality & Performance Development functions within the Business Value Development vertical of TM Forum’s frameworks.
You can explore more on how UMBOSS can support your OSS on our website, or you can get in touch with us to see how we can help. Send us a message or book a demo today.
