ICT Service Management and Operation

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ICT Service Management and Operation
DOCUMENT GSC13-PLEN-24
FOR Presentation
SOURCE CCSA
AGENDA ITEM Plenary 6.10
CONTACT(S) klp_lucy_at_hotmail.com

• CCSA

Submission DateJuly 1, 2008
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Highlight of Current Activities

• 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

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Strategic Direction

• Horizontal SPNO?Intranet ?HN ?End-Customer

NGI
End
NGN
HN
Intranet

• Vertical (TMN Context)

BML
Wisdom
B2B
SML
Knowledge
C2B
NML
Information
Q
EML
Data
NEL
Signal
Function
Interface
Information
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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.-gtMgt. for Others, Self
  usage-gtUsed 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

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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

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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.

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Supplemental Slides
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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

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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)

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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

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ISO/IEC Related Specifications

• ISO/IEC 20000 series
• ISO/IEC 20000-12005 Information technology --
  Service management -- Part 1 Specification
• ISO/IEC 20000-22005 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 270012005 Information technology --
  Security techniques -- Information security
  management systems -- Requirements
• ISO/IEC 270062007 Information technology --
  Security techniques -- Requirements for bodies
  providing audit and certification of information
  security management systems
• ISO/IEC 270052008 Information technology --
  Security techniques -- Information security risk
  management

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Others

• OGC/BSI
• ITIL V2
• ITIL V3
• ISACA
• COBIT