SKY Mexico – OSM Implementation Case Study

23/10/2014

Oracle Order and Service Management (OSM) was introduced in the architecture to replace a middleware based order management which wasn’t flexible and required coding every change. Thank to OSM integration with the new Oracle AIA Middleware, the orders can be generated at Siebel CRM or by the payments processing systems.

Sky México

sky_home_logoSKY México is the leading provider of Satellite TV services operating in Mexico, Central America and Dominican Republic, provides Satellite TV and Cable Broadband

SKY provides two types of TV Services in Mexico:

  • Traditional post paid: Targeted to mid and high income households, include complete channel line ups, HD, sport seasons and every event as PPV
  • Pre paid (VeTV): Targeted to lower income households, economy top ups provide a month of basic channels line up and some events available as PPV

SKY has over 6.5 million subscribers: Residential, Businesses and Hotels

Hi Jump transformation program

Sky_HiJumpSKY’s Hi Jump is the transformation program from the legacy architecture to a new modern BSS/OSS architecture. This transformation footprint spans all the BSS/OSS applications, Business Intelligence and servers hardware. First phase (2012 – 2014) include the delivery of new systems for Order Management, Billing, Provisioning, Inventory and Middleware, as well as the adaptation of the legacy CRM before its substitution in a second phase starting in 2015.

In this first phase there were some legacy architecture limitations:

  • High degree of coupling between CRM-Provisioning-Billing
  • No order management orchestration application
  • Configurations have to be done independently across many applications: error prone
  • Synchronous processing and integrations lead to bad resource economy (scalability problems) and batch processing of some orders. Batch processing and coupling generate inconsistencies between systems
  • Fallout management difficulties: synchronous processing makes error handling and retries difficult. Error handling usually require modifications in the DBs and other error prone actions by technically trained personnel
  • Order tracking is opportunistic and coded in the processing logic: Difficulties for customer support and early fallout detection
  • Modifications in the products or promotions catalog require changes across all the architecture, from the CRM to the conditional access network

The main Objectives for the Hi Jump project are:

  • Move to a modern, standards-based architecture to support business growth and improve customer service by reducing order fallout and the time and effort required to solve any issue in the orders.
  • Enable online processing of every order (including prepaid top-ups), and improve systems performance and scalability to match market growth.
  • Allow for rapid rollout of new products, minimizing the impact in the processes of new promotions.

 OSM Implementation

OSM Solution Objectives for the Hi Jump Project

OSM Solution Objectives for the Hi Jump Project

Why OSM was included as part of Hi Jump?

Oracle Order and Service Management (OSM) was introduced in the architecture to replace a middleware based order management which wasn’t flexible and required coding every change. Thank to OSM integration with the new Oracle AIA Middleware, the orders can be generated at Siebel CRM or by the payments processing systems.

OSM provides a real time comprehensive view of each of the orders and allows the users to take actions in case of fallout at any of the layers or interactions with other applications. Using OSM the project can leverage the comprehensive set of functionalities which the product provides out of the box, focusing in modelling and extension rather than in development and customization.

OSM Role in the Project

OSM occupies the core of the order management. Following TeleManagement Forum’s eTOM recommendations, the two order management layers are implemented as independent solutions in OSM:

  • Central Order Management (COM): Orchestration of the orders created in the CRM by different channels (IVR, retail payments, call center, web, remote controls) across provisioning, billing, ERP and CRM
  • Service Order Management (SOM): Manages the service inventory and service catalog interactions and activates the services through the activation system

OSM runs the rule based model which can dynamically design a process for each order based on the products included, and also manages the automatic interactions with BSS/OSS applications and notifies automatically the progress and errors of the orders.

Key Challenges and Achievements

  • Siebel 6.3 (client-server architecture) kept the same processes but with a new Middleware integration to adapt its interfaces to fit into the new Oracle RODOD reference architecture
    • i.e. Siebel 6.3 architecture prepared for a Siebel 8.x transition
    • Use of Oracle Application Integration Architecture Foundations Pack to build the integration services between Siebel, BRM and OSM
    • Siebel 6.3 hardware was upgraded to Sparc SuperCluster DB servers, and virtualized enterprise servers
  • Design a flexible and future-proof Order Management solution in OSM which allows for quick product and promotion rollout
    • Gathering of business rules from Sky business and communications areas
    • “Translating” traditional static processes into modern TMF aligned patterns
    • Using TMF best practice patterns into the processes and convincing other areas to align with them

Key Decisions

  • Two layer approach (COM and SOM) provides flexibility and future proof solution. Thanks to the very clear separation of functions and the training to the users, this didn’t become a burden in terms of doubling the costs of operation.
    • Even though satellite TV may seem a simple service compared to other Telco fixed line services, oversimplifying and removing one layer could have lead to coupling between BSS and OSS catalogs
  • Although the main project constraint was keeping the Siebel CRM legacy version with minimum changes, and AIA RODOD PIPs were not part of the solution, using Oracle’s productized OSM Cartridges for AIA reduced implementation efforts.
  • Streamlined integration approach: Asynchronous JMS messaging, XML canonical model, error handling procedures

HI Jump Applications Map

HI Jump Applications Map

  • The benefits of using these components in combination:
    • A data model which can be extended instead of customizing or developing from scratch
    • OotB components in OSM and the Middleware for integration
    • Following TMF certified RODOD patterns to comply with industry standards and allow for future evolution of the architecture and applications upgrades

Use of OSM as the main source for error detection and the central app for resolving the errors. OSM also notifies the users through a BPM based application which provides.

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Customer Reference

“OSM helped Sky to simplify order management interactions and processes, reducing operating costs while improving fallout management times. 

OSM, along with the additional operational reports and support application, provide the tools to efficiently detect and resolve order fallout”

signature-iconEnrique M. Pérez Belmont
Sky México CIO

More Reference Info…

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