Service Provisioning of IP Services is a key activity within the Deployment Management process within the telecommunication industry. The nature of these activities should be dynamic but process driven, and there are often many components and systems involved. Besides that, depending on the type of customers you’re serving, there might be a lot of non-standards involved, tailored per customer.
The client was on a monthly based manually provisioning over 3000 IP devices including core configurations, shipping to site, activating the service and doing the handover to the customer. All backend systems like CRM, CMDB and another 4 applications had to be updated accurately to avoid issues once the services were fully operational.
This European telecom company was in need for a high amount of customization on the configurations and the solution had to be as close to the existing process as possible. Especially the need for backend system integration meant that the solution had to be a workflow running on top of the existing solution already in place.
The required solution needed to cover at least the following key stages of the provisioning:
Base Configuration: The ability to prepare a base configuration for different type of devices based on different access methodologies and providers. The ability to assign automatically an IP address to the new devices from the CMDB.
PE Configuration: The ability to prepare the core network for the new customer device to be connected. This involves changes to the core configuration on a line item basis, a very sensitive operations that in case it would fail, it could case a major network incident.
Service Monitoring: The solution needed had to automatically detect any valid device to be connected to the network, triggering automatically the next step in the process without any human intervention.
Final Configuration: The ability to first of all create a final customer configuration based on the customer specific requirements, store the configuration in multiple places and when the base service would become available, automatically push the final configuration to the device
CRM integration: The entire process was managed through a CRM solution. The CRM solution was using tasks assigned to different team to perform actions, for example to order hardware, to prepare configurations or to activate the service. All the KPI reporting was based on this CRM system and well established. The customer didn’t want to make any changes to this part of the process, meaning that the solution had to both retrieve and update the CRM system based on the step as part of the workflow.
CMDB integration: The role of the CMDB was very important, because most of the technical allocation of specific configuration items as part of the service where managed from there, e.g. the VRF and IP address allocation. Also the structure of the service and monitoring was trigger for this single CMDB solution.
Security integration: In case of any encryption requirements but also the simple need to protect the devices automatically using a password tool was managed via a central security solution. The provisioning solution had to seaming less integrate with this. Without the risk of break the device.
Robot ICT provides a reliable, innovative and scalable solution using their own DNA framework.
The generic solution can be deployed in a short period of time and is using industry standard backend systems.
With DNA any workflow can be created based on the specific needs based on existing modules in the catelog. At the same time new modules can be created that are more customer specific.
The workflows can for example represent a part of the provisioning process. For example the generation of a configuration, both basic and final, can be done through a workflow. Pushing the configuration to the device can be a seperate workflow, but could also be included in the bigger provisioning workflow.
Triggering a workflow can be done using an API, making it easy to integrate any workflow as part of any existing (CRM) system or process.
DNA also comes with a portal where workflows can be trigger manually with granular user rights.
For the provisioning project it was requested to develop a customer specific workflow portal, representing all the stages of the process.
Very high performing backend using open source technology, making it easy to build complex and high demanding algorithms and processes, without the potential that a high amount of transactions would slow down the application for the user.
An easy scalable solution is used to ensure that any specific network can easily be included as part of the application, while it would still have its own syndic to execute network commands.
Integration with other platforms such as CRM, CMDB, CMS, etc. The ability to easily extend this using API’s and where not possible RPA.
The frontend provides a next-generation bidirectional communication technology providing a real-time web application thanks to the Web-Sockets ability.
Customer specific requirements are easy to build.
The potential to use the frontend also on mobile devices.
Using an agile development strategy, the customer requesting the application can easily list the features and prioritize them as part of the build plan.
Time Savings / Month
Time to market
Robot ICT was instrumental to our programme to transform the quote to cash process, with a significant emphasis on streamlining the Service Delivery and Service Activation activities. Robot quickly understood our issues and rapidly created prototypes and demonstration environments whilst working closely with our internal developers and architects. Using Agile development the first production system was live in less than a month, and a full Low Touch Provisioning system operational in 4 months. The systems and processes developed by Robot ICT contributed to a lead time reduction of 38% and efficiency improvement of 30%
Can perform basic activities like configuring a service or updating the core.
there are less mistakes made during the process because it's using a standard workflow
which makes everything else you do a lot easier
by giving them a real time overview of the services you deliver for them
Yes, any infrastructure service could use the same provisiong process
Customer can see real time see the status of the service provisioning in the customer portal and can subscribe to emails to receive any updates.