ITU-T M 3345-2009 Principles for self-service management (Study Group 2)《自助管理原则 2号研究组》.pdf

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1、 International Telecommunication Union ITU-T M.3345TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (05/2009) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Telecommunications management network Principles for self-service management Recommendation ITU-T M.3345 ITU-T M-

2、SERIES RECOMMENDATIONS TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Introduction and general principles of maintenance and maintenance organization M.10M.299 International transmission systems M.300M.559 International telephone circuits M.560M.759 Common channel signalling sys

3、tems M.760M.799 International telegraph systems and phototelegraph transmission M.800M.899 International leased group and supergroup links M.900M.999 International leased circuits M.1000M.1099 Mobile telecommunication systems and services M.1100M.1199 International public telephone network M.1200M.1

4、299 International data transmission systems M.1300M.1399 Designations and information exchange M.1400M.1999 International transport network M.2000M.2999 Telecommunications management network M.3000M.3599 Integrated services digital networks M.3600M.3999 Common channel signalling systems M.4000M.4999

5、 For further details, please refer to the list of ITU-T Recommendations. Rec. ITU-T M.3345 (05/2009) i Recommendation ITU-T M.3345 Principles for self-service management Summary Recommendation ITU-T M.3345 defines the requirements and a generic framework for self-service management. It provides a ba

6、sic description of self-service management and its importance to service providers in NGN. This Recommendation also illustrates the benefits and application of self-service management. Source Recommendation ITU-T M.3345 was approved on 29 May 2009 by ITU-T Study Group 2 (2009-2012) under Recommendat

7、ion ITU-T A.8 procedures. Keywords Customer, next generation network, self-service, self-service authorized user, self-service management, self-service manager, self-service management actor, self-service management interface, ssm reference point, user. ii Rec. ITU-T M.3345 (05/2009) FOREWORD The In

8、ternational Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications, information and communication technologies (ICTs). The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical,

9、 operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in tu

10、rn, produce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOT

11、E In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this Recommendation is voluntary. However, the Recommendation may contain certain mandatory provisions (to ensure e

12、.g., interoperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not

13、suggest that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the

14、evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of the date of approval of this Recommendation, ITU had not received notice of intellectual property, protected by patents, whi

15、ch may be required to implement this Recommendation. However, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2009 All rights reserved. No part of this publication m

16、ay be reproduced, by any means whatsoever, without the prior written permission of ITU. Rec. ITU-T M.3345 (05/2009) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 1 3.1 Terms defined elsewhere 1 3.2 Terms defined in this Recommendation. 2 4 Abbreviations and acronyms 3 5 Introduction 3 5.

17、1 General . 3 5.2 Basic function of self-service management 5 5.3 Other features . 5 6 Basic objective of self-service management. 6 6.1 Field of application. 9 7 Requirements 9 7.1 Basic SSM requirements 9 7.2 Security requirements. 10 7.3 SSM interface requirements . 11 8 SSM architecture overview

18、. 11 Appendix I Examples of self-service management scenarios. 12 Bibliography. 16 iv Rec. ITU-T M.3345 (05/2009) Introduction In the telecommunications market, most service providers are facing a business transformation produced by the open-market transition initiatives of regulatory bodies, result

19、ing in the need to lower their costs and increase their responsiveness to customers. Service providers need to: offer more flexible service choices to the customer/user; provide greater customer/user involvement in managing their service; increase the quality of interaction between the customer/user

20、 and the service provider; increase the service availability; provide customers/users with self-help in lifecycle operations of the service (i.e., from pre-order to decommissioning); and reduce the service providers costs of operation. Self-service capabilities offer reduced operation costs for serv

21、ice providers and enhanced quality of experience (QoE) to the customer. Self-service enables the service provider to maintain high service quality and lower operations cost. By empowering customer/user to manage his/her own services, the service provider drives up the QoE for the customer/user and e

22、nhances customer loyalty. The purpose of this Recommendation is to define the self-service management requirements and provide a base self-service management implementation for all types of telecommunication services (traditional network and telecommunication, NGN, etc.). The self-service management

23、 is applicable to service provider, network operator, and content providers operations support systems for the whole lifecycle processes. In this Recommendation, self-service can be applied to all phases of the service lifecycle from pre-order to termination and transition. NOTE Content providers al

24、so benefit from enhanced customer self-service experience. Customers may use self-service to browse, select and subscribe to content from product catalogues without involving directly the content provider. Rec. ITU-T M.3345 (05/2009) 1 Recommendation ITU-T M.3345 Principles for self-service manageme

25、nt 1 Scope This Recommendation defines the requirements, functional architecture and the concepts for self-service management. The self-service management functions covered in this Recommendation include customer relationship management, fulfilment, assurance, and billing. The applicability of self-

26、service management to drive strategy, infrastructure and product lifecycle management is considered for further study and outside the scope of this Recommendation. 2 References None. 3 Definitions 3.1 Terms defined elsewhere This Recommendation uses the following terms defined elsewhere: 3.1.1 B2B/C

27、2B interface b-ITU-T M.3060: Synonymous to X interface. 3.1.2 b2b/c2b reference point b-ITU-T M.3060: Synonymous to x reference point. 3.1.3 business process b-ITU-T M.3050.4: Activity that a business can engage in (and for which it would generally want one or more partners). 3.1.4 content provider

28、(CP) b-ITU-T J.90: The entity that provides the creative content of a programme (e.g., the programme producer or the owner of its rights). 3.1.5 customer: b-ITU-T M.3050.1 The customer buys products and services from the service provider or enterprise, or receives free offers or services. A customer

29、 may be a person or a business. 3.1.6 enterprise b-ITU-T M.3050.1: Enterprise is used to refer to the overall business, corporation or firm, which is using the eTOM framework for modelling its business processes. The enterprise is responsible for delivering products and services to the customer. It

30、is assumed that the enterprise is an information and communications service provider or consumer. 3.1.7 interface b-ITU-T M.3010: An architectural concept that provides interconnection between physical blocks at reference points. 3.1.8 managed resource b-ITU-T M.3010: The abstraction of those aspect

31、s of a telecommunication resource (logical of physical) required for telecommunications management. 3.1.9 management function b-ITU-T M.3010: The smallest part of a management service as perceived by the user of the service. 3.1.10 management service b-ITU-T M.3010: A management service is an offeri

32、ng fulfilling specific telecommunications management needs. 2 Rec. ITU-T M.3345 (05/2009) 3.1.11 next generation networks management (NGNM) b-ITU-T M.3060: Planning, provisioning, installation, maintenance, operation and administration of next generation telecommunications equipment for transmission

33、 or control of resources and services within NGN transport and service strata. 3.1.12 operations system (OS) b-ITU-T M.3010: A physical block which performs operations systems functions. 3.1.13 product b-ITU-T M.3050.1: Product is what an entity (supplier) offers or provides to another entity (custo

34、mer). Product may include service, processed material, software or hardware, or any combination thereof. A product may be tangible (e.g., goods) or intangible (e.g., concepts) or a combination thereof. However, a product ALWAYS includes a service component. 3.1.14 reference point b-ITU-T M.3010: An

35、architectural concept used to delineate management function blocks and which defines a service boundary between two management function blocks. 3.1.15 service b-ITU-T M.3050.1: Services are developed by a service provider for sale within products. The same service may be included in multiple product

36、s, packaged differently, with different pricing, etc. 3.1.16 service provider (SP) b-ITU-T M.3050.1: A service provider enterprise that sells information and/or communications services to other parties. 3.1.17 telecommunications management network b-ITU-T M.3010: An architecture for management, incl

37、uding planning, provisioning, installation, maintenance, operation and administration of telecommunications equipment, networks and services. 3.1.18 user b-ITU-T M.3050.1: The user is the actual user of the products or services offered by the service provider or enterprise. The user consumes the pro

38、duct or service. 3.2 Terms defined in this Recommendation This Recommendation defines the following terms: 3.2.1 authorization: It presents how, and under what conditions, self-service management actors can use self-service functions and what self-service actions they are permitted to perform. 3.2.2

39、 self-service authorized user: The user of the self-service management service with authorization obtained from the self-service manager, limited to the use of Self-service management. The authorizations may be for services or content, provided independently of the service provider defined in the co

40、ntract. 3.2.3 self-service management (SSM): The management service which supports management functions for telecommunication services or networks at an SSM actors request. 3.2.4 self-service management actor (SSM actor): The user of self-service management who may be either a self-service manager o

41、r a self-service authorized user. 3.2.5 self-service management interface: An interface applied at the self-service management reference point, which provides connection and interaction between a self-service management actor and the self-service management function block defined in the SPs domain o

42、r OSS. 3.2.6 self-service manager: The user of the self-service management functions with the highest levels of authorization, which means that they can perform all contractually defined self-service actions between the service provider and the customer. Rec. ITU-T M.3345 (05/2009) 3 4 Abbreviations

43、 and acronyms This Recommendation uses the following abbreviations and acronyms: B2B Business-to-Business C2B Customer-to-Business eTOM enhanced Telecom Operations Map NGN Next Generation Networks NGNM NGN Management NO Network Operator OS Operations System OSS Operations Support System PSTN Public

44、Switched Telephone Network QoE Quality of Experience QoS Quality of Service SC Service Customer SLA Service Level Agreement SMS Security Management System SP Service Provider SS Self-Service SSM Self-Service Management SSMA Self-Service Management Actor SU Service User TMF TeleManagement Forum 5 Int

45、roduction 5.1 General Self-service in telecommunications is generally a new kind of service from both the customers and users perspective. This service provides new capabilities, features and benefits in service for the customer/user. By transferring management responsibility for the use of the serv

46、ice to the customer, self-service establishes a customer-facing interface for the services OSS. The service provider benefits from reduced operational costs and a customer-perceived increase in ease of use and in the quality of service. Self-service may be used differently by different customers: in

47、dividuals, family members, enterprise authorized users, or other self-service users. Self-service users may be either a manager within a customer organization, who manages the service directly, or other users authorized to manage some service instances. Users duly authorized to perform management op

48、erations on the service are SSM authorized users. Users who cannot change any aspect of the service are called SSM users. SSM users may only execute the functions enabled by the authorized users. Authorized users are not allowed to propagate authorizations. 4 Rec. ITU-T M.3345 (05/2009) Self-service

49、 management provides management functions for both the telecommunication network and services at a SSM actors request and provides a more efficient interaction between SSM actors and service providers. As an example, interactions performed by the SSM actor include user initiated ordering, service inquiry, billing inquiry, trouble reporting, maintenance oversight and management, performance reporting and management, and network management for resource intensive services. The goal of SSM is to enable zero-touch intera