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ANINDUSTRYWHITEPAPER New-generationintelligentoperations: theservice-centrictransformationpath JUNE2024 Version2.0 Objective:toexplorewaysinwhichcommunicationsserviceproviders(CSPs)canenhanceservice-centricoperationstransformation,acceleratedthroughtheuseofAI,andbyidentifyingnewvaluemetricsandmeasurementmethodologies. SPONSOREDBY: Contributorsandcontributingcompanies CONTRIBUTINGINDIVIDUALS AxiataXLSyakilBinShahabudin ChinaMobileChengLu,DingDong,LinChongyun,WangChen,JinDongsheng,ZhengYifeng,PengChenfa,AnJiujiang,YangChuan,HuangJie,XuMing,KongHuaming ChinaUnicomWangYu,ZhouYing,ZhuHong,FanYanlin HKTTomPang,KamShingFung,OttoLau OrangeEmmanuelChautard,OlivierSimon,AroussiaMaadi,TristanTrepat-Marti,GabrielJunghiatu,AsserelNahas,AlexisKoalla,LindaChongChauvot HuaweiYeRongchun(KevinYe),YangShengdong,OuyangYongjian(HenryAuYeung),WangHailong, LuoTianhong(KenLuo),JinKaixu,YuYefu,LanYu,GaoPeng,LiangYongyun,MaoShijie,CharleneWong,GohKhiangChew,AhmedOmerAbdelnourSuliman,WengZaixin,WeiYuzhuo,DengDan,MarcBikok,Chenzhicheng,Jiaodongfeng TMForumRichardWebb,SeniorAnalyst TeresaCottam,ContributingAnalyst(Omnisperience) CONTRIBUTINGCOMPANIES contents Executivesummary5 Section1Industrylandscape:service-centricoperations7 1.1Fromwhitepaper1.0to2.0: chartingthenetwork-centrictoservice-centricjourney7 1.1.1Autonomousnetworksandautonomousoperations7 1.1.2ANandAOmaturitymodels8 1.2Industrytrendsdrivingoperationstransformation9 1.2.1Marketchallengesandopportunities9 1.2.2AIfortransformationacceleration11 1.2.3Theimportanceofdata13 1.2.4Usingdigitaltwinstoevolvenetworkandservicemonitoring14 1.3Architectures,toolsandbenchmarking14 1.3.1Frameworksfortransformation14 1.3.2Importanceofmeasuringoperationsvalue15 Section2Definingnewvaluesandmetricsforservice-centricoperations16 2.1Operationaltransformationchallengesandsuccessfactors16 2.2Evaluate,OperateandTransfer(E.O.T.)forservice-centricoperations18 2.2.1Proceduresandactivities18 2.2.2FundamentalchangesintheE.O.T.journey19 2.3UsingTMForumassetstomeasurebusinessobjectives andserviceeffectiveness19 2.3.1DefiningMAMAframeworktoguidecapitalresource allocationanddevelopment19 2.3.2AOMMprovidesguidancetotransformationjourney19 2.3.3ValueOperationsFramework(VOF)three-layer modelandvaluetreeconcept20 2.3.4FromsiloSLAstovaluemeasurement21 2.4Valueperceptionofnewvaluemetricsforservice-centricoperations22 2.4.1Thelandscapeofservicesandvaluemetrics22 2.4.2Valuemetricsdictionary23 2.4.3Businessobjectivescategorizedintorevenueandsatisfaction24 2.4.4Valuemetricsofdatamobileservice24 2.4.5Valuemetricsofhomebroadbandservice24 2.4.6Valuemetricsofprivatelineenterpriseservice25 2.5Detailedvaluemeasurementformulae25 2.5.1Businessvaluesforservicecentricoperation(R.I.S.E.objectives)25 2.5.2KPIsformonitoringandhandlinganomalyevents+dataservice25 2.5.3KPIsformonitoringandhandlinganomalyevents+home broadbandservice26 2.5.4KPIsformonitoringandhandlinganomalyevents+privatelineservice26 contents Section3Transformationapproachestorealizenewvalues27 3.1Suggestedtransformationframework27 3.2Recapofwhitepaper1.0:keycharacteristicsofservice-centricoperations27 3.2.1Digitalenablementplatformsandapproaches–keyrequirements27 3.2.2Technologyevolutiontoovercomeoperationalchallenges28 3.2.3From‘as-is’presentmethodofoperationstofuturemethodofoperations29 3.3Keyevolutionssincewhitepaper1.0:newvalue, newtechnology,newapplications30 3.3.1CSPsaremissingkeyoperationscapabilities30 3.3.2Newvalue32 3.3.3Newtechnology32 3.3.4Newapplications32 3.4UtilizingHuaweiassets:newplatform,newtechnology(GenAI,DTN,EDNS)32 3.4.1The‘to-be’digitalenablementplatformandnewprogress32 3.4.2Network-centricoperationstoservice-centricoperations requireintroductionof3newcoretechnologicalfeatures33 3.4.3Theconnectionbetweenthesixdimensionsmodeland 3coretechnologicalfeatures34 3.4.4Detaileddiscussionon3coretechnologicalfeatures:DTN,GenAI,EDNS35 3.5Latestdevelopments:newapplicationsenabledbynewtechnologies41 3.5.1‘Totheconsumer’(ToC)serviceassurance:addingagileservice restorationtoincidentmanagementtomaximizeservicelossreduction41 3.5.2‘Tothehome’(ToH)serviceassurance:MakeFTTxservice&network visibleandmanageable,andonefaultonetroubleticket42 3.5.3‘Tothebusiness’serviceassurance:service-levelquality visualizationandproactiveassuranceforenterprise-gradeconnectivityservices43 3.5.4Role-basedfrontofficeandfieldmaintenanceengineercopilot44 3.6NOC-SOCtransformationasrelatedtopeopleandorganization46 3.6.1NOC&SOCoperationtargetmodel46 3.6.2BestpracticesforachievingNOC-SOCcollaboration47 3.6.3People:rolesandresponsibilitychanges47 Section4CasestudiesshowcasingCSPs’service-centric operationstransformationpaths49 Orange49 ChinaUnicom55 HKT60 ChinaMobile64 XLAxiata68 IOH72 AIS77 Jazz80 ©TMForum2024.Theentirecontentsofthispublicationareprotectedbycopyright. Allrightsreserved.Theviewsandopinionsexpressedinthiswhitepaperareprovidedinthecontributors’personalcapacitiesandmaynotreflecttheviewsoftheircompanies.Whileallcarehasbeentakeninpreparationofthispaper,noresponsi