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Oracle Communications Rapid Offer Design and Order Delivery


Srinivas Padmanabharao Oracle Communications November 2011

Agenda Introduction Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A

2010 Oracle Corporation Proprietary and Confidential

Agenda Introduction Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A

2010 Oracle Corporation Proprietary and Confidential

Order Management Challenges


Challenges are enterprise-wide

1 2 3 4 5 6 7

Massive number of commercial offers Launch offers in days and weeks, not months Diversity of Sales order formats and contents to fulfill Evolving fulfillment systems and suppliers in your business Manage the unique fulfillment needs of every customers order Large number of revisions, changes and order types Order status and fallout management

2010 Oracle Corporation Proprietary and Confidential

Traditional Service Provider Options


Investment Ratio: CSP Vendor

One Implementation / One Code Release Proprietary integration

Leverage best practices Customization System Integration

Adopt standards Configuration and Deployment

Delivery Model: One vendor Product < 20% Services > 80% (or in-house)
Competence center Re-usable assets

Delivery Model: One SI + Apps vendors

New Paradigm:
Pre-integrated and productized solutions Plus any SI
Productized applications Productized integration components

Competence center Re-usable applications

Monolithic
2010 Oracle Corporation Proprietary and Confidential

Best-of-breed

Productized Solutions
5

Oracle Communications
Approach to industrialize OSS/BSS Transformation

OSS/BSS Application Products are broadly aligned with Frameworx

Productized Solutions integrate several products to cover significant slices of Business Process Framework.
Rapid Offer Design and Order Delivery Solution is Certified by TM Forum Roadmap: complete certification of Concept to Cash solutions portfolio

2010 Oracle Corporation Proprietary and Confidential

A new paradigm for reduced Risk and TCO


Investment Ratio: CSP Vendor

One Implementation / One Code Release Proprietary integration

Leverage best practices Customization System Integration

Adopt standards Configuration and Deployment

Delivery Model: One vendor Product < 20% Services > 80% (or in-house)
Competence center Re-usable assets

Delivery Model: One SI + Apps vendors

New Paradigm:
Pre-integrated and productized solutions Plus any SI
Productized applications Productized integration components

Competence center Re-usable applications

Monolithic
2010 Oracle Corporation Proprietary and Confidential

Best-of-breed

Productized Solutions
7

Oracles Concept To Cash Solutions

Differentiating Customer Experience Through Unified CRM and BRM Solution Rapid Offer Design and Order Delivery Solution

Converged Service Fulfillment for Consumer and Business Services Solution

2010 Oracle Corporation Proprietary and Confidential

Concept to Cash Mapping


Frameworx 10.0 - Business Process Framework 8.0
Delivering productized solutions requires: A large enough portfolio of products Compliance to standards Ability and willingness to invest upfront on productization

RODOD

Unified CRM/BRM

Converged Fulfillment

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A

2010 Oracle Corporation Proprietary and Confidential

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Rapid Offer Design and Order Delivery


Solution Scope Rapid Offer Design and Order Delivery Solution
Enables providers to rapidly design and introduce offers, capture and fulfill orders efficiently and accurately, and provide visibility across the entire order lifecycle

Addressing three key metrics


Offer Time to Market Order Cycle Time Operational Efficiency

2010 Oracle Corporation Proprietary and Confidential

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Rapid Offer Design and Order Delivery


Overview
Siebel Communications Order and Service Management (OSM - COM) Billing and Revenue Management (BRM) Product Hub for Communications (PH4C) Application Integration Architecture (AIA) Design Studio Product class Query (OSM, Siebel) Central Order Management (Siebel, OSM, BRM) Fallout Management (OSM, Siebel) Billing Fulfillment (OSM, BRM) Service Fulfillment Integration (OSM-COM OSM-SOM) Synchronized offer fulfillment design Zero configuration offer launch Dynamic decomposition and orchestration Automated fallout management Intelligent Change Order Management

Applications

Accelerators

Benefits

Oracle Corporation, 2011

12

Offer Design & Order Delivery


Solution Components
AIA

AIA Based Integrations SI Provided Integrations

CC

Channels
Siebel
WFM

SI

Siebel
AIA AIA

Siebel
Service

BRM
Billing

Order Capture

Product Hub
Enterprise Product Catalog
AIA

AIA

AIA

SI

AIA

OSM

Central Order Management


AIA SI SI SI

OSMService Order
Management

EBS
SI

EBS
SCM
Other

UIM

SI

Inventory

Activation

ASAP

WFM

AIA

2010 Oracle Corporation Proprietary and Confidential

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Offer Design
Solution Components
W Siebel
AIA AIA AIA AIA AIA SI

AIA Based Integrations SI Provided Integrations

CC

Channels
Products

Order Capture

BRM Siebel Billing Siebel


Service WFM

Product Hub 4 Comms


Siebel BRM AIA OSM 7.0

Product Hub
Enterprise Product Catalog

OSM Central Order Management

AIA

SI

EBS
AIA

OSM
AIA

Provisioning
SI

EBS EBS EBS


SI

SI

SI

Integration PIP Product MDM PIP


Other

SI

SCM

UIM

Inventory

Activation

ASAP

WFM

2010 Oracle Corporation Proprietary and Confidential

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Rapid Offer Design and Order Delivery Solution Components


W R P CC

Channels
BRM
Billing
AIA

Siebel
Order Capture

Siebel
Service

PH4C Enterprise Product Catalog

AIA AIA AIA AIA

OSM
SI

Central Order Management


AIA SI SI SI

SI

OSMService Order
Management UIM Inventory
SI

EBS
SI

ASAP Activation
Not the Focus

Other

WFM

SCM

AIA

BSS

OSS

AIA

/ SI

Provided Integrations

2010 Oracle Corporation Proprietary and Confidential

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Order Delivery Solution Components


W R P CC

Channels
Quote & Order BRM Multi-channel Capture PH4C Enterprise Product Catalog Billing Sales
AIA catalog

Siebel
Order Capture

Siebel
Service

Order Service Capture

Siebel

Order Capture

OSM
AIA

Configurator / UI Pricing

Contracts, AIA Entitlements Customer Asset Management

AIA

AIA

OSM

Central Order Management


AIA SI SI

BRM AIA

ServiceSI
SI

Customer Support Trouble Ticketing

OSMService Order
Management UIM Inventory
SI

Agreements / SLAs

ASAP Activation
Not the Focus

SI

Other

WFM

Contracts Entitlements AIA SCM

BSS

OSS

AIA

/ SI

Provided Integrations

2010 Oracle Corporation Proprietary and Confidential

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Order Delivery Solution Components


W R P CC

Channels

Siebel
OSM BRM AIA

Order Management
Customer Order Mapping, Decomposition and Orchestration Status Management Fallout Management Change Management

Siebel
Order Capture

Siebel
Service

BRM
Billing

AIA

AIA

AIA

OSM

Provisioning
Customer to Service Order transformations Order Decomposition & Orchestration for service design and activation Local Fallout, Status and Change management

Central Order Management


AIA SI SI SI

OSMService Order
Management UIM Inventory
SI

ASAP Activation
Not the Focus

SI

Other

WFM

SCM

BSS

OSS

AIA

/ SI

Provided Integrations

2010 Oracle Corporation Proprietary and Confidential

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Order Delivery Solution Components


W R P CC

Channels

Siebel
OSM BRM AIA

Ordering
Create Accounts, Billing Info and Payment Info

Siebel
Order Capture

Siebel
Service

BRM
Billing

Purchase Services, Products and Discounts

Rating & Billing


Event handling Pricing / Discounts Billing

AIA

AIA

AIA

OSM

Central Order Management


AIA SI SI SI

OSMService Order
Management UIM Inventory
SI

ASAP Activation
Not the Focus

SI

Other

WFM

SCM

BSS

OSS

AIA

/ SI

Provided Integrations

2010 Oracle Corporation Proprietary and Confidential

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Order Delivery Solution Components


W R P CC

Channels

Siebel
OSM BRM AIA

Extensible SOA based Integration and deployment accelerators Enterprise business objects Enterprise business services

Siebel
Order Capture

Siebel
Service

BRM
Billing

AIA

AIA

AIA

OSM

Central Order Management


AIA SI SI SI

Reference business processes


Application business connectors for Siebel, OSM and BRM

OSMService Order
Management UIM Inventory
SI

ASAP Activation
Not the Focus

SI

Other

WFM

SCM

BSS

OSS

AIA

/ SI

Provided Integrations

2010 Oracle Corporation Proprietary and Confidential

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Oracles Solution
Rapid Order Design and Order Delivery - Benefits

Fast offer design and implementation


End-to-end view required to create and test offers Zero configuration offer introduction

Short order cycle time


Technical service qualification across all channels for all order types Automatic decomposition & orchestration of sales orders for any offer or bundle On demand order status visibility for all channels across the order lifecycle, Automatically handling in-flight order revisions and cancellations

Lower OPEX
Orchestrates across existing systems preventing costly new silos Productized integrations reduce initial and ongoing support costs

2010 Oracle Corporation Proprietary and Confidential

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A New Paradigm For Your Business


Three differentiating design concepts
Key Design Principles Value Marketing offer generation not constrained by IT infrastructure Zero Configuration offer introduction Simplifies complexity to handle all orders, channels, products and customer types Unparalleled reduction in IT effort Reduces risk to support changes to fulfillment systems landscape Shields front office operations (systems, products) from changes to network or IT topology

Decoupling of commercial offers

Dynamic Generation of Orchestration Plans

Fulfillment Topology Abstraction

Oracle Corporation, 2011

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Assessed Business Process Framework Conformance ORACLE RODOD

Conformance Results

Business Process Framework Process Element


Within Level 1: 1.2.1 Marketing & Offer Management Within Level 2: 1.2.1.5 Product & Offer Development & Retirement 1.2.1.5.2 Assess Performance of Existing Products 1.2.1.5.4 Develop Product Commercialization Strategy 1.2.1.5.5 Develop Detailed Product Specifications 1.2.1.5.6 Manage Product Development

Assessed Domain
Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Product/Market Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer

Conformance Level
Not Applicable for Level 1 process Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Not Applicable for Level 1 process Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (3) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Partially Conformant (2) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5) Scope Fully Conformant (5)

Completed TMF Conformance Certification with the Business Process Framework version 8.0 Certification covers 5 L2 and 24 L3 processes All Level 3 processes certified have achieved the maximum Level 5 Fully Conformant score First TMF certification to achieve the Solution Certified mark 65 page certification document with direct references to 100s pages of documentation which will be published on TMForum.org and RODOD Virtual Briefing Center

1.2.1.5.7 Launch New Products 1.2.1.5.8 Manage Product Exit Within Level 1: 1.1.1 Customer Relationship Management Within Level 2: 1.1.1.2 Customer Interface Management 1.1.1.2.1 Manage Contact 1.1.1.2.2 Manage Request (Including Self Service) 1.1.1.2.4 Mediate & Orchestrate Customer Interactions Within Level 2: 1.1.1.4 Selling 1.1.1.4.4 Acquire Customer Data 1.1.1.4.3 Negotiate Sales Contract 1.1.1.4.5 Cross/Up Selling 1.1.1.4.7 Manage Sales Accounts Within Level 2: 1.1.1.5 Order Handling 1.1.1.5.1 Determine Customer Order Feasibility 1.1.1.5.2 Authorize Credit 1.1.1.5.4 Track & Manage Customer Order Handling 1.1.1.5.5 Complete Customer Order 1.1.1.5.6 Issue Customer Orders 1.1.1.5.7 Report Customer Order Handling 1.1.1.5.8 Close Customer Order Within Level 2: 1.1.1.6 Problem Handling 1.1.1.6.2 Report Customer Problem 1.1.1.6.3 Track & Manage Customer Problem 1.1.1.6.4 Close Customer Problem Report 1.1.1.6.5 Create Customer Problem Report

TM Forum: http://www.tmforum.org/BestPracticesStandards/CertifiedConformant/10660/Home.html RODOD VBC: http://vshow.on24.com/vshow/rodod

Rapid Offer Design and Order Delivery


Solution Summary
Web Call Retail Partner Center

Best in class applications

Channels

Product Hub for Communications Siebel CRM Order and Service Management (OSM)

SIEBEL
CRM

Designed and tested as a solution


Validation, Fallout, Status, Assets, Decomposition & Orchestration Technical Service Qualification

SCM

BUS

AIA

Robust AIA SOA+ Infrastructure


Transactionality, Guaranteed Delivery, High Availability, Sequencing, .. AIA for Communications Foundation Pack

PH4C Product Master

OSM
AIA

WFM

Central Order Management

Comprehensive
Source, Define and Publish Offers New, Revision, Follow-on, Deliver/Qualify, Future Dated, Priorities, Job Orders,

AIA

Others
OSM Service Fulfillment BRM Billing

Innovative
Simplified Product Mappings & Traceability Decouple commercial offerings and flows Dynamic orchestration plans Decouple fulfillment flows & topology

2010 Oracle Corporation Proprietary and Confidential

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Demo Scenario Part 1 [HIDDEN]


Design Synchronization and Zero Touch Config

Siebel Product Administration


2010 Oracle Corporation Proprietary and Confidential

2009 Oracle Corporation Proprietary and Confidential

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Demo Scenario Part 1[HIDDEN]


Design Siebel ClassSynchronization Import Into OSM and Zero Touch

Config

OSM Design Studio : Product Class Import Wizard


2010 Oracle Corporation Proprietary and Confidential

2009 Oracle Corporation Proprietary and Confidential

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Order Delivery
Order capture & submission
CSR can initiate a request to Qualify the service to validate if it can be delivered

2009 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

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Orchestration Web Client for OSM 7

2010 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

Oracle Communications APAC Partner Advisory Council

July 2010

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Orchestration Web Client Screen Shots

2010 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

Oracle Communications APAC Partner Advisory Council

July 2010

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Design Studio for OSM 7

Design-time view of decomposition

Runtime view of decomposition

2010 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

Oracle Communications APAC Partner Advisory Council

July 2010

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Order Delivery

Services

Goods

Install

Billing

2010 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

Oracle Communications APAC Partner Advisory Council

July 2010

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Order Management Lifecycle


Stage 3: Orchestration Plan Generation - Components

VoIP Billing Components

DSL Billing Actions

Billing Initiation Service Provisioning Install (WFM) Action Billing account sync/ creation

Ship goods (Inhouse and Partner)

2010 Oracle Corporation Proprietary and Confidential

2010 Oracle Corporation Proprietary and Confidential

Oracle Communications APAC Partner Advisory Council

July 2010

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Order Status Visibility

OSM Status information synched to and displayed in Siebel through AIA

2010 Oracle Corporation Proprietary and Confidential Oracle Communications APAC Partner Advisory Council 2010 Oracle Corporation Proprietary and Confidential

July 2010

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Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A

2010 Oracle Corporation Proprietary and Confidential

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Why is Comms Order Management Unique?


Comparison
Legend

Comms order management has advanced requirements Comms order management needs to be utilized at all levels of the E2E comms stack including Central OM, Provisioning OM, and Activation OM

Order management in non-Comms industries have less complex requirements

Planned Current

Middleware / BPM does not go beyond this point because it is a commodity technology used for many purposes other than OM

MW / BPM

Non-Comms Order Mgt

Comms OSM

Comms OM

MACD+ Support Moves, Adds, Changes, Disconnects, Revisions, Follow-on orders, inter-Line Item dependencies, inter-order dependencies, Fallout, and human / manual activities in order fulfillment Dynamic Order Orchestration Plans Optimized management of order line item content with dynamic generation of orchestration plans.

Order Management

Order Handling Manage orders as opposed to just processes. Order states, Order priorities, Order Due Dates, Future-dated orders.
Process Management Manage statically configured processes. All order handling and comms logic must be built on top. Cannot handle dynamic orchestration plans or revisions properly. Lowest Value
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2010 Oracle Corporation Proprietary and Confidential

BPM

Highest Value

OM in Comms E2E stack Account for customer order input and current state of customers service/network as input. Support Provisioning and Activation OM reqs

Oracle Communications OSM 7


Capabilities & Differentiators
Platform Enablers
Platform Design Studio
Environment
Orchestration Cartridges

New in OSM 7

Order and Service Management


Retail Orders
Siebel CRM BRM

Wholesale Orders AIA COMM Integration


Order-To-Activate, Order-To-Bill, Product Launch

Partner Orders
Service Fulfillment
Trouble Ticketing

Product Master Integration Cartridges Cartridges Provisioning Cartridges

Advanced Enterprise Order Management Clustering Any order input, Order Decomposition, Orchestration, Dependencies, Follow-on Orders, Future-dated orders, PoNR, Status Mgmt, Fallout Management
Moves, Adds, Changes, Disconnects, Suspends, Resumes In-flight Order Change Management for Revisions and Cancellations

Web UI
Orchestration Provisioning

Automated Service Provisioning


System integration, Performance, XQuery Plugin, JDBC, XSLT, Email XQuery Plugin

Manual Service Provisioning


Human Interaction, Intelligent Order Editing,

Monitoring

Views, Workstreams, User Assignment etc.

Order Support
User Admin Reporting Reporting
Order Lifecycle Support, Order Editing, Order Tracking, Order Priorities, etc.

Foundations
Processes, Workflow, Tasks, Rules, Workgroups, Worklists etc.

2010 Oracle Corporation - Proprietary and Confidential

Value
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Comms Order Management

Rapid Offer Design and Order Delivery


Solution Footprint (OSM Role)
Offer Design via OSM

Synchronized offer delivery design process


Integrated design environment for end to end order delivery design Zero configuration offer introduction using new combinations of existing products and services

Order Delivery via OSM


Enhanced service qualification across all channels for all order types Sales orders decomposition and unique orchestration for any offer or bundle On demand order status visibility for all channels across order lifecycle, including jeopardy and exception management Order fulfillment plans automatically generated to handle order revisions and cancellations
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2010 Oracle Corporation Proprietary and Confidential

Order Management Challenges OSM Innovations and Differentiators


Challenges focused on enterprise-wide order management Innovations focused on enterprise-wide order management
1 2 3 4 5 6 7 Massive number of commercial offers Synchronize product classes with master product catalog Launch offers in days and weeks, not months Commercial offerings are decoupled from fulfillment supporting zero config offers Diversity of Sales order formats and contents to fulfill Every line item of a Sales order and its dependencies are understood Evolving fulfillment systems and suppliers in your business Fulfillment system topology is decoupled from fulfillment flows Manage the unique fulfillment needs of every customers order Orchestration plan is generated to fulfill each unique customer order Large number of revisions, changes and order types Intelligent Order Change Management capability Order status and fallout management Notification and fallout management capability

2010 Oracle Corporation Proprietary and Confidential

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OSM Deployment
Whats out of the box?
Order Mgmt. Activity
Order Delivery Design

OSM Feature
Design Studio supports configuration of metadata element called Product Specification to simply delivery design and support zero configuration offer launch OSM provides a new webservice CreateOrder and a new module called Order Request processor to handle any order format from any source OSM provides productized support for dynamic decomposition and orchestration of order line items Productized support for handling order revisions and configurable Point of No Return Productized support for management of order status at line item level and aggregated status Productized support for creation of trouble tickets in Siebel via notification configuration

Order Submission Order Processing Order Change Management Order Status Management Order Fallout Management

2010 Oracle Corporation - Proprietary and Confidential

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OSM Based Order Management Solutions


Lifecycle activities
OSM based solutions allow SIs to focus on better understanding the customer requirements and application integration activities by eliminating effort on custom building core order management capabilities. This allows for greater time to be spent on analysis/design and business process testing, thereby reducing risk and improving the quality of the initial solution and ongoing maintenance.
Lifecycle Activity OSM EAI / Custom Build Comments OSM allows you to spend more time and provides tools to support the analysis effort. Core OM build is not required for OSM based solutions. Application Integration is equally required in both solutions. More Business testing and less technical testing can be accomplished with OSM OSM provides productized upgrade paths. In most cases, OSM Fulfillment configuration changes are not required.

Analysis
Design Core OM Build & Configure Application Build & Configure Testing & Deployment Application upgrades Application changes to support Business

M
M L M M L L

H
H H M H H H

Legend : H,M,L - Level of Effort needed

2010 Oracle Corporation - Proprietary and Confidential

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Agenda Order Management Challenges & Trends Rapid Offer Design and Order Delivery Oracle Order and Service Management Summary Q&A

2010 Oracle Corporation Proprietary and Confidential

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Order Capture is the first step


Create a Perfect Order
360 view of customer Personalized Intelligent Offers Unified customer experience

Drive Customer Intimacy

Enable Rapid Service Innovation

Agile sales product and catalog management Segmented Pricing Declarative Bundle Administration
Consistent business processes and rules across channels Effective Up-sell and Cross-sell

So what happens after that?

Achieve Operational Excellence

2008 Oracle Corporation Proprietary and Confidential

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Siebel & OSM Together - Values


Create and Deliver a Perfect Order

Siebel
Drive Customer Intimacy

OSM
Deliver the perfect order & customer experience Streamlined processes for all order types in customer life cycle Integrated Design Studio and product catalog Seamless manual and automated provisioning Incremental growth to full scale automation Automated compensation for changes to in-flight orders Support AIA Order-toActivate, Fallout support

360 view of customer Personalized Intelligent Offers Unified customer experience


Agile sales product and catalog management Segmentized Pricing Declarative Bundle Administration Consistent business processes and rules across channels Effective Up-sell and Cross-sell

Enable Rapid Service Innovation

Achieve Operational Excellence

2008 Oracle Corporation Proprietary and Confidential

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Strategic Benefits
Rapid Offer Design and Order Delivery

Best Practice Industry Processes


Pre-Built Sustainable Integrations Common Objects and Services Open Standards Based Foundation

1. Lower Cost of Ownership 2. Shorter Time to Implement

3. Lower Risk

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