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Next-Generation Operations Support Systems as a Key to High Performance

Next-Generation Operations Support Systems as a Key to High Performance

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Published by: api-3708087 on Oct 14, 2008
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05/09/2014

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The telecommunications space today is all about
tomorrow\u2014as in, the \u201cnext generation.\u201d Siloed
and proprietary infrastructures are a thing of the
past. The next-generation network is all about
creating a common IP-based architecture that
delivers multiple services over many different
access technologies, increasing flexibility and
reducing overall cost. The next-generation net-
work era brings with it exciting possibilities for
creating communications products and services
that will revolutionize multiple industries.

But it will be exceedingly difficult to achieve
high performance as a next-generation commu-
nications company without proper attention
to the network\u2019s underlying support systems.
Specifically, it is a network\u2019s operational systems

and capabilities that industrialize next-generation
products and services, bringing rigor, predictability

and repeatability to IP-based service creation,
control, fulfillment and assurance. Operations
support systems (OSS) must be as \u201cnext genera-
tion\u201d as the network they support.

A complex environment

Why is proper attention to the OSS so important?
Consider the many complexities of this new
technological and operational environment.

\u2022 Services must be introduced much more
rapidly.The IP environment is compressing

time for communications companies to create
and deploy new services. Eighteen months used
to be a safe planning period; today, creation
and deployment of new services may need to
happen within a few weeks.

\u2022Services cross traditional domains. Future

communications revenues will be generated
by new, complex services that rely on many
building blocks. Companies will need to
coordinate and manage those components
across multiple provider domains to deliver
services, requiring more sophisticated
processes for order management, provision-
ing and assurance.

\u2022 Companies must now provide end-to-end
management capabilities.Previously, a com-

munications company needed to control the
network only up to the customer\u2019s \u201cplug in
the wall.\u201d No more. Today, companies must
consider everything: core, aggregation, access,
service platforms and components that now

extend all the way to the end-user\u2019s equipment,

whether a computer desktop, a television set-
top box or a mobile device. They also must
consider the applications or content on the
back end. Many of these capabilities are out-
side the current \u201ccomfort zone\u201d of a provider.

\u2022 Customer service must span the breadth of
the communications environment.Because

the entire communications infrastructure is
now relevant to communications companies,
the customer service environment is radically
more complex. Customers don\u2019t really care if
a problem is caused by the access gateway
or the video service. All that matters to them
is that the company whose name is on the
bundle needs to fix the problem\u2026quickly. In
an always-on IP environment, companies must
have always-on CRM capabilities, with robust
customer self-service functionality.

What is the primary concern raised by the more
complex service creation and delivery environment
February 2006, No.1
Point of View
Next-generation operations support systems
as a key to high performance
By Philippe C. Chauffard
Philippe C. Chauffard
leads the Accenture

Communications & High
Tech Network service line
for Europe, the Middle East,
Africa and Latin America.
He is based in Sophia
Antipolis, France.

philippe.c.chauffard@
accenture.com
Telecommunications

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