面向客户感知的融合业务管理方法
摘要
融合业务的快速发展要求服务提供商能够快速、灵活、高效地提供业务,面对业务的快速提供需求,目前还缺乏对融合业务管理的深入研究。运营商的普遍做法是通过建立BSS/OSS实现业务管理,业务数据通过建立业务管理各功能模块的交互功能完成业务开通、保障过程,但是在新业务开通或调整时,需要建立新的功能或在原功能中进行代码开发。融合业务的管理内容比较传统电信业务发生了较大变化,利用现有方法对不同种类的融合业务开发新的管理功能变得不现实,已经不能满足融合业务的管理需求。融合业务管理已成为重要的研究课题。
针对融合业务管理在过程管理和服务质量管理等方面存在的问题,本文从过程管理,流程定义、服务质量评价和客户QoE提升等方面提出了一系列新模型和新方法,这些模型与方法以理论分析和数学建模为基础,并在实验场景和实践应用中进行了验证。主要的研究内容和创新如下：
1)提出业务过程管理模型,并在此基础上结合业务过程管理的基本原则,形成基于工作流的的业务过程管理机制。通过业务过程管理模型实现了基于语义的业务能力描述,提升了业务组合的效率,在业务过程管理中消除了不同业务能力之间的差异性,增强了业务过程管理的灵活性和可扩展性；通过业务过程管理机制,实现统一的业务能力发现和接入、业务组合、业务部署及业务保障,基于工作流、SOA的思想以及业务能力的可重用性,极大地加快了新业务创建的时间。
2)提出融合业务管理流程定义方法。从eTOM和ITIL的异同点和映射关系等方面分析了eTOM和ITIL融合的可行性,在术语、过程元素和结构层次等方面进行统一定义的基础上,提出了基于eTOM和ITIL融合的管理流程定义方法。通过该方法合并了冗余的功能,为融合业务清晰地描述流程需求打下了良好的基础。
3)提出面向QoE的融合业务服务质量评价框架。根据给出的融合业务的服务质量管理的分层结构,采用质量功能展开(QFD)的方法提出了面向QoE的融合业务服务质量评价框架(包括两个质量屋(HOQ)),并给出了HOQ的具体构建步骤。该框架通过考虑QOS之间的关联关系,保证了QoS基本重要度的准确性；通过考虑同一产品不同企业之间的竞争关系,不断完善整体服务质量水平。
4)总结提出一种面向QoE的业务质量保证策略。该策略以提升客户QoE为目标,屏蔽融合网络环境下异构网络对运营支撑能力的影响,抽取OSS业务能力进行封装与前置,采用标准化、组件化的方式构造OSS业务能力前置平台。该策略解决了多网络、多平台和多系统的融合网络环境中投诉处理流程处理环节多、历时长、效率低等问题,一定程度上提高了业务保障的效率。
The rapid development of the converged services requires that the service providers should provide the service in the quick, flexible and efficient manner, and meet the users'needs in the reasonable and effective manner. To the requirement of quickly providing the service, there is a lack of intensive study about the convergered service management. Currently, the telecom operators and television operators achieve the service management through establishing BSS/OSS. The service data interacting through the functional modules complete the service fulfillment process and service assurance process. However, the converged services present the new characteristics, such as diversity, interaction and intelligent. Managed content of the converged services change greatly compared with the tranditional telecommunication services, such as the service type growing rapidly, the service quantity growing exponentially. Service management modes also shift along with the above characteristics and changes. The tranditional service management method is not conducive to reuse process elements, and can not increasingly meet the management requirements of the growing converged services. Therefore, it is necessary to study the converged service management within this background.
According to the development characteristics of the current operation support systems and the future trends of the service management, this thesis proposes a serial of novel models and methods from four different aspects:process management, management process definition, service quality evaluation and enhancing the customer QoE. Our proposed models and methods are based on the theoretical analysis and mathematical modeling, and verified by the experimental scenarios and practical applications. The main contributions of this thesis are as follows:
1) The service enabler management model, the service process management, and the workflow-based service process management mechanism. The service process management model achieves the semantic-based service enabler description, which enhances the service composition efficiency, eliminates the differences between the different service enablers, and increases the flexibility and scalability of the service process management. The workflow-based service process management mechanism achieves the unified service enabler discovery and access, service composition, service depoloyment and service fulfillment. The characteristics of the mechanism including the service enabler reusability, workflow-based and SOA, greatly accelerate the new service to the market time.
2) The converged service management process definition approach. We anaylsis the feasibility of the convergence between eTOM and ITIL form the convergence requirements, the similarities and differences, and the mapping relation. And on the basis of uniform definition in terminology, process elements, hierarchy and other aspects, we prospose the management process definition approach based on the convergence between eTOM and ITIL. This approach can incorporate the redundant functions, reduce the maintenance cost of the process, eliminate the problem of the process unclear division from the different sectors and provide the good foundation for the description of the future converged service management process.
3) The QoE-Oriented service quality management evaluation framework. Through giving the full service quanlity management layer structures, we employ Quality Function Development method to propose the evaluation framework including two Home of Quality. And the specific building steps of HOQ are also given. The proposed framework guarantees accuracy of QoS basic importance by considering the relationship between QoS items, and enhances the enterprise competitiveness in the industry through considering the competition of the key indicators between the different enterprises.
4) The QoE-oriented service quality assurancing policy. The policy which aims at promoting the customer QoE, shields the heterogeneous networks making the impact on the operation support capacity in the converged network environment through extracting, packaging and proposing the OSS service enabler. And the problems such as many processing parts, long processing time, and low efficiency in the converged network environment with the characteristic such as multi-networks, multi-platforms and multi-systems. This policy promotes the enterprise efficiency of handling the complaint, and enhances the customer QoE rapidly.
针对融合业务管理在过程管理和服务质量管理等方面存在的问题,本文从过程管理,流程定义、服务质量评价和客户QoE提升等方面提出了一系列新模型和新方法,这些模型与方法以理论分析和数学建模为基础,并在实验场景和实践应用中进行了验证。主要的研究内容和创新如下：
1)提出业务过程管理模型,并在此基础上结合业务过程管理的基本原则,形成基于工作流的的业务过程管理机制。通过业务过程管理模型实现了基于语义的业务能力描述,提升了业务组合的效率,在业务过程管理中消除了不同业务能力之间的差异性,增强了业务过程管理的灵活性和可扩展性；通过业务过程管理机制,实现统一的业务能力发现和接入、业务组合、业务部署及业务保障,基于工作流、SOA的思想以及业务能力的可重用性,极大地加快了新业务创建的时间。
2)提出融合业务管理流程定义方法。从eTOM和ITIL的异同点和映射关系等方面分析了eTOM和ITIL融合的可行性,在术语、过程元素和结构层次等方面进行统一定义的基础上,提出了基于eTOM和ITIL融合的管理流程定义方法。通过该方法合并了冗余的功能,为融合业务清晰地描述流程需求打下了良好的基础。
3)提出面向QoE的融合业务服务质量评价框架。根据给出的融合业务的服务质量管理的分层结构,采用质量功能展开(QFD)的方法提出了面向QoE的融合业务服务质量评价框架(包括两个质量屋(HOQ)),并给出了HOQ的具体构建步骤。该框架通过考虑QOS之间的关联关系,保证了QoS基本重要度的准确性；通过考虑同一产品不同企业之间的竞争关系,不断完善整体服务质量水平。
4)总结提出一种面向QoE的业务质量保证策略。该策略以提升客户QoE为目标,屏蔽融合网络环境下异构网络对运营支撑能力的影响,抽取OSS业务能力进行封装与前置,采用标准化、组件化的方式构造OSS业务能力前置平台。该策略解决了多网络、多平台和多系统的融合网络环境中投诉处理流程处理环节多、历时长、效率低等问题,一定程度上提高了业务保障的效率。
The rapid development of the converged services requires that the service providers should provide the service in the quick, flexible and efficient manner, and meet the users'needs in the reasonable and effective manner. To the requirement of quickly providing the service, there is a lack of intensive study about the convergered service management. Currently, the telecom operators and television operators achieve the service management through establishing BSS/OSS. The service data interacting through the functional modules complete the service fulfillment process and service assurance process. However, the converged services present the new characteristics, such as diversity, interaction and intelligent. Managed content of the converged services change greatly compared with the tranditional telecommunication services, such as the service type growing rapidly, the service quantity growing exponentially. Service management modes also shift along with the above characteristics and changes. The tranditional service management method is not conducive to reuse process elements, and can not increasingly meet the management requirements of the growing converged services. Therefore, it is necessary to study the converged service management within this background.
According to the development characteristics of the current operation support systems and the future trends of the service management, this thesis proposes a serial of novel models and methods from four different aspects:process management, management process definition, service quality evaluation and enhancing the customer QoE. Our proposed models and methods are based on the theoretical analysis and mathematical modeling, and verified by the experimental scenarios and practical applications. The main contributions of this thesis are as follows:
1) The service enabler management model, the service process management, and the workflow-based service process management mechanism. The service process management model achieves the semantic-based service enabler description, which enhances the service composition efficiency, eliminates the differences between the different service enablers, and increases the flexibility and scalability of the service process management. The workflow-based service process management mechanism achieves the unified service enabler discovery and access, service composition, service depoloyment and service fulfillment. The characteristics of the mechanism including the service enabler reusability, workflow-based and SOA, greatly accelerate the new service to the market time.
2) The converged service management process definition approach. We anaylsis the feasibility of the convergence between eTOM and ITIL form the convergence requirements, the similarities and differences, and the mapping relation. And on the basis of uniform definition in terminology, process elements, hierarchy and other aspects, we prospose the management process definition approach based on the convergence between eTOM and ITIL. This approach can incorporate the redundant functions, reduce the maintenance cost of the process, eliminate the problem of the process unclear division from the different sectors and provide the good foundation for the description of the future converged service management process.
3) The QoE-Oriented service quality management evaluation framework. Through giving the full service quanlity management layer structures, we employ Quality Function Development method to propose the evaluation framework including two Home of Quality. And the specific building steps of HOQ are also given. The proposed framework guarantees accuracy of QoS basic importance by considering the relationship between QoS items, and enhances the enterprise competitiveness in the industry through considering the competition of the key indicators between the different enterprises.
4) The QoE-oriented service quality assurancing policy. The policy which aims at promoting the customer QoE, shields the heterogeneous networks making the impact on the operation support capacity in the converged network environment through extracting, packaging and proposing the OSS service enabler. And the problems such as many processing parts, long processing time, and low efficiency in the converged network environment with the characteristic such as multi-networks, multi-platforms and multi-systems. This policy promotes the enterprise efficiency of handling the complaint, and enhances the customer QoE rapidly.
引文
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