MASTER Integrating the eTOM business process framework ...

1 Eindhoven University of TechnologyMASTERI ntegrating the eTOM business process framework into the Ericsson seamless modelingJoshy, N.; Shenoy, date:2010 Link to publicationDisclaimerThis document contains a student thesis (bachelor's or MASTER 's), as authored by a student at Eindhoven University of Technology. Studenttheses are made available in the TU/e repository upon obtaining the required degree. The grade received is not published on the documentas presented in the repository. The required complexity or quality of research of student theses may vary by program, and the requiredminimum study period may vary in rightsCopyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright ownersand it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights.

2 Users may download and print one copy of any publication from the public portal for the purpose of private study or research. You may not further distribute the material or use it for any profit-making activity or commercial gainTECHNISCHE UNIVERSITEIT EINDHOVEN Department of Mathematics and Computer Science Integrating the eTOM business process framework into the Ericsson Seamless Modeling by Nimmy Joshy and Nithin Shenoy SUPERVISED BY Sidorova (TU/e) Barbara Pareglio (Ericsson) Eindhoven, August 2010 AbstractEricsson, a telecommunication industry, is faced with the problem of managing changeand complexity involved in developing the products it offers, because of the growingbusiness needs.

3 In order to address this concern, BMUM ( business Unit Multimedia) business unit in Ericsson is in the process of developing a methodology called EricssonSeamless Modeling (ESM) for modeling the products they offer. The idea behind ESMis to model the product at different levels of abstraction using the architectural andmodeling concepts. These levels of abstraction are realized by structuring ESM intodifferent modeling layers. The ongoing research work related to ESM involves definingtemplates, guidelines, languages for modeling and mandating terminologies. This is doneby study on various frameworks and standards available. As part of this research, one ofthe areas of focus is the use of eTOM (enhanced Telecom Operations Map) framework is a widely accepted framework for business processes in information, commu-nication and entertainment industries [18].

4 The framework mainly focuses on businessprocesses involved in telecommunication service providers enterprise environment. Sincethe service providers are customers of Ericsson, using eTOM in ESM can help Ericsson inunderstanding their customer environment better and in aligning their products with thecustomer needs. Moreover, it helps maintain common terminology in interactions objective of this thesis work was to define a method for Integrating eTOM into required understanding the concepts and terminologies used in eTOM and ESM. Thestudy on ESM was an ongoing process as it was parallely being developed and updatedby the research team of Ericsson. We present the current state-of-art of ESM based onthe understanding obtained.

5 We also provide an overview of approach that we followed to integrate eTOM into ESM involves aligning a productoffered by Ericsson to eTOM processes by establishing a mapping between them. Theresults obtained from the mapping process are then used to show how and where eTOMcan be used in ESM. As a part of the mapping process , we discuss various importantdecisions taken before carrying out the mapping, the mapping methodology followed anddifferent ways in which a product can be associated to the eTOM processes. The map-ping methodology is applied to one of the products of Ericsson. We present a detaileddiscussion on the mapping performed and the analysis of the results obtained.

6 Based onthe understanding obtained from the mapping performed we propose a generic mappingmethodology. Simple models are proposed to present the mapping results in ESM. Themodels are based on different ways a product could be associated to eTOM processes. Themodels proposed use notations provided by the ArchiMate language, as ArchiMate is oneof languages of choice for modeling in ESM. We also discuss the use of eTOM in differentlayers of ESM and show a loose coupling between the layers using eTOM a result of the research work carried out, we could integrate eTOM into ESM by meansiiof capturing the mapping results in ESM. We conclude our work with discussion on eTOMand mapping in general and modeling in ESM with respect to would like to express our sincere gratitude to our thesis work project supervisors Sidorova and Barbara Pareglio for their continuous support and guidance through-out the duration of our thesis project and report writing.

7 Without their encouragementand suggestions, this project might not have seen its thesis would not have been possible without the experience and helpful insights ofMagnus Wilson and Jos den Hartog and who has been closely involved during the entireresearch. It has been a very pleasant collaboration. We would like to thank all thecolleagues with which we have collaborated during the research period and the pleasantworking environment. Furthermore, we would like to thank all the interviewees for theirparticipation and time. We would like to explicitly thank Toine van Duiven for his closeinvolvement and additional insights throughout the research and Ard-Jan Moerdijk andJan van der Meer for giving us the opportunity to perform this research at are greatly indebted to prof.

8 Baeten, van de Brand, Pai, and dr. Radhika M. Pai for considering us worthy for this great opportunity togain and expand our knowledge through this program. Finally, we would like to thankour family and friends and the Almighty for always being there as a , August 2010 Nithin ShenoyNimmy JoshyivContents1 Research Question .. Thesis Structure ..22 Ericsson Overview .. Ericsson Seamless Modeling (ESM) .. Modeling .. Modeling .. Modeling .. enhanced Telecom Operations Map (eTOM) .. Levels .. of eTOM .. ArchiMate Language .. Layers and Aspects ..23vviCONTENTS3 Mapping Ericsson s Product to Decisions on Mapping .. Ringback Solution Description.

9 Roles .. Overview .. Mapping Methodology .. Generic Mapping Methodology .. Conclusion ..424 Modeling in Modeling Approach .. Modeling .. Modeling .. Map Models for Using eTOM in ESM .. Conclusion ..545 Limitations of the Work .. Recommendations ..60A Archimate61B Mapping Results67C Models Created Using Archimate Language71 References71 List of Thesis structure .. Organizational scope of the masters thesis .. Osterwalder Canvas [2] .. business Model for Google Book Search .. State-of-the-art of ESM .. eTOM- Level 0 processes .. eTOM- Level 1 processes .. eTOM- Level 2 processes in the Operations area.

10 ETOM -Problem Handling process decomposition into Level 3 processes [20] ArchiMate layers and aspects [15] .. ArchiMate Concepts: an example .. Structural relationship [11] .. Dynamic relationship [11] .. Grouping relationship [11] .. Services in ArchiMate language [11] .. Metamodel of business process viewpoint [12] .. Ericsson process mapping (BMUM) .. Roles in Ringback solution [6] .. Logical overview of Ringback solution .. business entities as described in eTOM [22] ..31viiviiiLIST OF Roles in Ringback solution with eTOM terminology .. Level 3 decomposition ofRetention and Loyaltyprocess [20] .. Mapping between Ringback solution andPersonalize Customer Profile forRetention and Loyaltyprocess.