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The rise of the CSS instead off BSS/OSS

  • 1.  The rise of the CSS instead off BSS/OSS

    Posted Apr 28, 2018 11:45

    The past few years I noticed more and more conventional OSS functionality shifting towards the BSS layer. With SDN and NFV the configurable network components are at the fingertips of the customer so it may be time to identify the rise of the Customer Support System.

    Anyone sharing this idea?



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    Steven Klockaerts
    Telfort
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  • 2.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted Apr 30, 2018 04:29
    Edited by System Oct 30, 2018 14:45
    ​Interesting observation
    There has been quite a bit of TM Forum member input over the last few years on  the notion of Platforms to achieve both
    • rationalization and evolvution of  Internal OSS /BSS
    • particpate in platform based business models with both retail customers and partners in support of digital services.

    The elements of this move are captured in IG1157 Digital Platform Reference Architecture Concepts and Principles R17.5.0 which is avaialble to both members and non members. ( Non members may have to register on our web site)
    For members there is further informaton at:

    All of these point to the need to look at how organizations cooperate  in the Digital Services world, how to transform OSS/BSS  and  broaden the concept of customer to include partners.


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    Dave Milham
    TM Forum Chief Architect
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    Original Message


  • 3.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted Apr 30, 2018 08:33
    Hi Steven,

    Agree with you. Even further, I think the terms BSS and OSS are going to disappear, as OSS merges with Network and BSS moves into a broader Commerce area, where Customer is one of the role in the ecosystem.

    Cheers

    Alexis

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    Alexis de Peufeilhoux
    Deutsche Telekom AG
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    Original Message


  • 4.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted Apr 30, 2018 10:33
    ​Alexis you raise adn interesting point
    The term Commerce Applications /Systems has been proposed by a couple of members as s replacement for OSS/BSS in the Digital Service Provider

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    Dave Milham
    TM Forum Chief Architect
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    Original Message


  • 5.  RE: The rise of the CSS instead off BSS/OSS

    Posted May 08, 2018 04:23
    IMO - CSS developed as a new acronym somehow in parallel with the concept of Omni-channel and Digital Transformation. 
    CSS groups under the name all the processes and components that would relate to Customer Interaction within the real-time integrated digital "eco-systems" composed of Mobile Apps, Social Media, Web-Online, Enterprise Products and Services, Online Sales and Self Care functions.

    ​Traditionally, and coming from the initial stages of the Telco industry, acronyms such as BSS and OSS would refer to processes and functional components  that would address the overall management of the  :
    1. Customer - typically embedded in the BSS layer (e.g. Sales, Care, Billing, Products & Subscriptions, Lifecycle management)
    2. Network - typically embedded in the OSS layer (e.g. Provisioning, Monitoring & Assurance,  Resources and Inventory)

    As it seems CSS groups under it's name the traditional BSS components and functions hat supports the Customer processes part (Sales, Care , Product, Billing) integrated with the "digital Omni-channel" world of mobile Apps, Social Media & etc.

    While SDN/NFV would progressively ingest the name of OSS, while still keeping the core processes and functions will still be required to be maintained to address the Network Services with respect to Customer Products & Services.

    Regards,
    Sorin

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    Sorin Gatea
    Enterprise Architect
    Liberty Global
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    Original Message


  • 6.  RE: The rise of the CSS instead off BSS/OSS

    Posted Apr 30, 2018 13:40
    I think that ​CSS is a term with rather limited scope.

    BSS/OSS - were systems to enable business operations and service delivery.  While 'Customer" experience are now in the center stage but it is just one of the many aspects that the new BSS/OSS need to enable. While the boundaries of OSS/BSS have changed but I don't think their ultimate goals have changed.

    A new and creative term might be in order for these future generation eanblers, but let's not to clash with a well adopted and familiar term in the much broader IT/web community -  CSS  makes me immediate think of Cascade Style Sheet :)

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    Jenny S Huang
    AT&T Services Inc., Standards and Industry Alliances
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    Original Message


  • 7.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted May 02, 2018 02:27
    @Jenny Huang echoed my mind too. Immediately I saw CSS, thing that came to my mind was Cascade Style Sheets. But @Steven Klockaerts your observation about  of "customer support systems" is true, but am not sure it can be a replacement, albeit a new "framework of enablers" as Jenny mentioned, may be better suited.

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    Emmanuel A. Otchere
    Industry Development & Standards, Huawei Technologies Co. Ltd
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    Original Message


  • 8.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted May 02, 2018 05:32
    Edited by System Oct 30, 2018 14:45
    ​I quite liked a term being used earlier about engagement.
    Maybe Engagement Systems for customers and partners  or Customer Engagement Systems (CES)

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    Dave Milham
    TM Forum Chief Architect
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    Original Message


  • 9.  RE: The rise of the CSS instead off BSS/OSS

    Posted Mar 21, 2019 10:23
    @Dave Milham, It is not so easy to find 3-symbols​ abbreviation in the modern world :)  CES is also actively used. See https://www.ces.tech

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    Yuri Stepanenko
    UNSPECIFIED
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    Original Message


  • 10.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted May 06, 2018 01:02
    Hi,

    I think still the term CSS is an abstract term primarily just explain that the future OSS must be one which supports customer Digital enablement or DiY concept then the one managed by Operator CRM/BSS as command role.

    But still I not see clear reference architecture about how to split and achieve it , may be TMforum Open API is one answer but it makes boundaries open for each CSP to implement CSS as per own requirements and business case .

    What do you think about it @Stephen Fratini , @Jenny Huang
    ​​​

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    Saad Ullah Sheikh
    Saudi Telecom Company
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    Original Message


  • 11.  RE: The rise of the CSS instead off BSS/OSS

    Posted May 06, 2018 10:21
    Yes, self-service is definitely a part of the current (and future) plans for whatever we call "OSS/BSS." 
    Consider network slicing, for example. This allows the customer (could be another service provider or large enterprise) pretty much full control over some part of a service provider's network. As we know, this is a big part of 5G but is not limited to RAN. 

    You may want to take a look at the Customer Facing HIP example in TMF070B. This is specifically designed for customer access to Resource Function (a TM Forum generalization of VNF, Network Service, Service Function (from SDN) and Service Function Chain (also from SDN)).

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    Stephen Fratini
    TM Forum
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    Original Message


  • 12.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member
    Posted May 07, 2018 01:56
    ​I agree that customer interaction in operational processes is often a blind spot.  For example installation of a fixed-line service requires a technician visit, which is just as much a customer interaction as the original ordering process.  Likewise customer self-service is becoming more prevalent for problem diagnosis and other assurance tasks.  When these interactions are not managed as customer experiences, the operator misses out on the opportunity to manage and improve customer satisfaction in typically problematic areas.  (That said, not all operational processes are customer-facing so I wouldn't describe the whole stack as CSS.)

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    Russell Harrison
    Ericsson
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    Original Message


  • 13.  RE: The rise of the CSS instead off BSS/OSS

    Posted May 08, 2018 17:52

    @Saad Nasrullah to address your question about which 'layer' CSS should belong to,  I think @Sorin Gatea  raised an interesting point about  "CSS groups under the name all the processes and components that would relate to Customer Interaction".   So to me, 'CSS'  is not about a specific architecture layer but  a grouping exercise to identify the capabilities that need to be supported within the BSS (e.g. ML) and enablement within both the BSS & OSS (e.g. data analytic) to support the goals.

    This will help sorting out the responsibilities within the ecosystem and the inputs/outputs required to achieve superior customer experience.  We have done similar analysis of SLA management for Cloud ecosystems several years ago I think the motivation were along the same lines - i.e. what are the responsibilities of the "Customer Facing" CSPs and what information and upstream/downstream interactions required to support this customer facing role.

    p.s. There are some substantial work from the TM Forum on Customer Experience Management (CEM) in the last few years, they also work with the ZOOM project to assess the impact of SDN/NFV on CEM. Couple reference links:

    ​​​

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    Jenny S Huang
    AT&T Services Inc., Standards and Industry Alliances
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    Original Message


  • 14.  RE: The rise of the CSS instead off BSS/OSS

    TM Forum Member