Siebel_和电信行业

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,*,Siebel,和电信行业,中国电信行业,Siebel,系统应用交流,1,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,2,eTOM & NGOSS,地图,3,eTOM NGOSS,文档列表,GB921 eTOM,（增强型电信运营图,业务过程,）总论,GB921D,流程分解与阐述,GB921F,流程举例,SLA,，,BILL,，,DSL,GB921P eTOM,入门,GB921V eTOM & ITIL,GB922 SID,（新一代运营支撑系统与软件、共享信息模型,数据逻辑架构,）,GB922 SID_Concepts_R6-0 Business View,4,NGOSS Road Map,文档路径图,5,eTOM NGOSS,文档列表,cont.,SID,ABEs,（,Aggregate Business Entity,聚合业务实体,),GB922 Business View Concepts, Principles, and Domains,describing the organizing structure of the SID Business View shared information/data, the relationship to other TMF deliverables, and views of the contents of the model.,（整体介绍）,GB922 Addendum 1P,Party,GB922 Addendum 1L,Location,GB922 Addendum 1BI,Business Interaction,GB922 Addendum 1A Agreement (including Service Level Agreement),GB922 Addendum 1BT Base Types,GB922 Addendum 1T Calendar,GB922 Addendum 1J Project,GB922 Addendum 1POL Policy,GB922 Addendum 1R Root Business Entities,GB922 Addendum 2,Customer, Customer Order, Customer SLA,GB922 Addendum 3,Product Specification, Product Offering, Product, Product Offering Price,GB922 Addendum 4SO,Service Specification, Service,GB922 Addendum 4-QoS Service Quality of Service,GB922 Addendum 5PR Physical Resource,GB922 Addendum 5LR Logical Resource,6,eTOM NGOSS,文档列表,cont.,GB924 Service Model Framework,（服务模型框架）,GB930 NGOSS Executive,（执行力）,GB933 Logical Model mapping,TMF053 TNA (Technology Neutral Architecture,技术中立架构,组件交互及接口架构,),TMF053M NGOSS Meta Model,（元模型）,TMF050,重点关心系统部署和遵从性架构,7,SID,概念集合图,8,资源,服务业务流程,业务流程、产品再造,运营稳定力运营效力运营适应力,离散、分割的,集成、集群的,虚拟、联合的,OSS/BSS,演进,9,OSS/BSS,演进,cont.,10,上海电信,业务流程的衔接和闭环,F,实现,A,保障,B,计费,管理支撑,EAI,企业应用集成平台（,IBM WBI,）,OSS-,业务实现（,IBP,综合业务处理）,元数据,WF,施工调度,路由,设计,资源,指派,RM,网络资源管理,资源,创建,资源,维护,本地,数据,内容,长途,/,无线,资源,调配,数据,管理,资源,调配,数据,管理,资源,调配,数据,管理,资源,调配,数据,管理,采集,本地,数据,内容,长途,无线,融合计费,融合帐务,综合结算,帐单打印发放,产品目录（,从）,帐单核,销,财务数据,批价处理,开帐处理,帐单定制,欠费和催缴,BSS,计费帐务,网元管理,FCAPS,OSS-,服务保障,TEST,测试,TT,用户故障处理,MR,网络,维护与,恢复,MM,综合网络管理,出错告警分析,综合网络配置,用量数据采集,运行性能监测,网络安全管理,SM,服务,管理,CN,用户,网络,管理,本,地网管,数据网管,无线网管,长,途,网管,内,容,网,管,投诉管理,故障受理与跟踪,信用审核,定单受理,与跟踪,CRM,BSS,客户关系管理,客户,客户数据,产品数据,交互记录,Mail & Fax&SMS,10000,号,CTI/IVR,代理商门户,CSP,客户自助门户,市场营销,产品销售,忠诚度管理,客户,SLA,管理,客户信息查询,营销知识库,产品目录,(,主,),代理商信息管理,帐户变更,帐单征收,客户合同管理,帐单查询,财务,管理,(FI),单点登录,身份认证,自助服务,URL,重定向,内容管理,个性化界面,ICE,集成,协作,环境,OA,EL,KM,MSS-,管理支撑,ERP,EIP,员工,信息,门户,人力,资源,工,程,管,理,财务管理,OSS-,业务实现,(IBP,）,OP,订单处理,（本地、数据、,内容、长途、无线）,NA,网络激活,（本地、数据、,内容、无线、长途）,工单,分解,指令,分解,处理,流程,订单,分解,工单,管理,BP,业务开通,CRM,BILLING,ETL,数据,整合平台,ODS,运营数据仓储,统一客户视图,数据同步,综合报表,平台,EDW,企业数据仓库,CUBE,IBP,其它,SAP/R3,SAP/SEM,战略管理,绩效管理,预算管理,（数据存储,24,1),内部客户,数据查询,BAS,OAS,数据挖掘,CUBE,EDA-,企业数据架构,CRM,数据,BILLING,数据,IBP,数据,其他系统,数据,收入摊分,CQD,对外客户,数据库,外部客户,数据查询,SAP/BW,预处理,预付费,GL,总帐模块,AR,应收模块,AP,应付模块,AM,固定资产,LM,贷款管理,JM,岗位管理,CEA,成本,要素会计,SPL,特殊,分类帐,CCA,成本,中心会计,CO-PA,获利,能力分析,PCA,利润,中心会计,FM,基金管理,EC-CS,合并报表,OM,组织管理,PA,人员管理,PY,薪资管理,IM,投资,管理,PS,项目,管理,MM,物料,/,库存管理,TEM,培训管理,PD,人员发展,ESS,员工自助,CM,现金管理,PM,资产,实物管理,SD,销售管理,SAP/R3,代理商,MetaSolv,BO XI,Siebel,CSG,Kenan,/BP,Informatica,AIS,审计模块,11,北京移动,OCRM,12,北京移动,OCRM cont.,ON Demand,局数据,CBOSS,Comptel,税控,III,期加入,13,电信,MR,（市场营销再造,),14,CTZJ BSS,拓扑图,省集中计费系统,省集中,CRM,系统,本地网遗留计费系统,97,系统,C2,C3,15,CTZJ,总体应用系统架构,注： 红色虚线范围内为与本次改造工程相关的部份,16,浙江电信,BSS,系统整合改造工程缘由,由面向生产、企业内部的业务流程及系统 面向市场,/,客户的的业务流程及系统,以产品为中心的系统架构 以客户为中心的系统架构,各地市分离的,97,系统,计费系统及相关营销支撑系统 全省集成的,CRM,及融合计费系统及相关业务流程,客户关系管理相关的信息零散地分布在多个独立的系统 以省集中的,CRM,系统及,EAI,集成架构整各成一个完成的客户关系信息,藉由构建一个省集中的,CRM,系统及数据仓库系统,提供省公司及集团公司一个透明和及時的业务分析及管理的管道及工具,将企业的客户（包括最终客户、代理代销商和合作伙伴）作为最重要的企业资源，深入分析和挖掘客户数据，应用于电信企业的市场营销、销售、服务与技术支持等与客户相关的领域,全省客户结构,/,产品结构和资费表,/CRM,业务流程的统一及标准化,CRM,系统的建设以中国电信集团公司,ITSP,规划为宏观指导原则，逐渐朝向未来集团总部,MBOSS,的体系架构靠拢,17,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,18,Siebel,公司成立于,1993,年，由,Tomas Siebel,在美国加利福利亚创立。公司成立至今，由原有,12,人快速发展到现有的,8000,余人，在全球,34,个国家设有,136,个分支机构，,2005,年底,2006,年初,Oracle,公司以,58,亿美元收购,Siebel,系统公司,Siebel,是,CRM,理念与技术应用的最初实践者，为后来不断涌现的,CRM,软件厂商提供了业界的标准。近十年来，,Siebel,的,CRM,产品一直在功能，技术以及市场份额上处于绝对的领先地位。,Siebel,的,CRM,系统在,CRM,三个关键领域，即销售，营销及服务三者之间的数据,/,流程整合度最高，各种应用界面最为统一,近期，,Oracle,将发布支持,Linux,系统的,Siebel 8,Siebel,产品的体系和架构,19,Siebel In China,上海电信,IBM,和理想信息,北京电信,Accenture,北京移动,德勤 亚信,新疆电信,Accenture,天富,浙江电信,Accenture,浙江鸿程,浙江烟草,Oracle,凯捷 浙江创联,北京,NOKIA,Accenture,上海欧莱雅,Oracle Siebel,MOTOROLA,IBM,PICC,HP,20,Siebel,理念,客户为中心架构（,Customer-Centric,）,One-stop Service / Appointment of Visiting Customer Premises,预订单、订单跟踪,客户服务,FAB,缩短时间,SLA (,服务级别协议,)enabled,完善的价格计划，市场营销，销售，订单，服务和故障处理流程,综合库存管理,多领域端对端视图,统一客户信息,统一客户服务配置信息,业务与流程分离,工作流引擎,多系统松耦合,资源整合，数据集中,统一受理平台,客户为中心,客户，产品，订单为主线,21,Siebel,功能地图,Siebel,22,Siebel,系统架构,23,Web,场景再现,Template used is based on the view requested as specified by operation,Object Manager retrieves data from Siebel database orexternal application,Siebel,Templates,SWE builds HTML page with data and template tags which is passed via the Web server to the browser,呼出,呼入,Web Server,Siebel Web Server Extension,Siebel Data,Data Manager,Object Manager,Siebel Web Engine,Business Object,Business Object,Data Manager,Browser generates HTTP request,Web server recognizes that URL contains a Siebel request and passes it to the Siebel Web Engine (SWE),SWE requests retrieved data fromObject Manager,1,2,3,4,5,6,24,Web Server,Siebel Web Server Extension,Image Cache,Enterprise Server,Siebel Server,Siebel Server,Component,逻辑服务架构概览,Enterprise Server,: Group of Siebel Servers that access the same Database Server,Database Server,: Predefined tables and columnsthat store Siebel data,File System,: Directory that storescompressed files used by Siebel applications,Database,Server,SiebelFile System,Gateway Server,Siebel Server,: Runs one or more components that supplyservices to clients,Gateway Server,: Provides access to and distributes load forSiebel Servers,Web Server,: Provides access to Siebel clients, processing requests using Siebel Web Server Extension,Object Manager(Includes SWE),25,Siebel,服务列表,Siebel Communication Server (CTIetc.),Provides capabilities for multi channel customer interactions (includes e-mail, fax and CTI).,Handles both inbound and outbound requests (,eg,- outbound fax, inbound telephone).,Infrastructure for universal queuing of multiple channel types.,eConfigurator and ePricer,Using 3rd party constraints engine,Makes sure that the customer selects all of the components that are required for the product and selects components that are compatible with each other.,eBusiness Application Integration (EAI),Provides infrastructure for integrating Siebel with other enterprise applications.,Includes protocols such as FTP, MSMQ and HTTP. Centralized around XML data transfer,Enterprise Integration Manager (EIM),Utility for batch inserts, updates, merges, and deletes to and from the Siebel database.,Siebels recommended method for importing/exporting batch data to and from the master database,File System Manager,Siebel Object Manager (eCommunications),Workflow Manager,Executes actions and business logic for pre-defined events.,Events can be external triggers, database events or batch scheduled events,Assignment Manager,Remote Server,Siebel remote is the function that allows Mobile clients to share data between the server and local database.,Siebel remote facilitates synchronization between mobile client databases and the master database,Actuate,e.Reporting,Server,3rd party software that integrates with Siebel to provide reporting functionalities,Web Server, etc.,26,Siebel,预定义数据库模型,(,超,. 3000 tables),Reference Data Tables,参数表,Contain static reference data (User lists, Activity types, lists of states and state codes, country lists, currency lists and so on).,Updated by a super user/administrator through the application administration screens in the web client.,Business Data Tables,Reference Data Tables,Siebel Repository Tables,Business Data Tables,业务数据表,Organizations business data (Accounts, Contacts, Addresses,SRs, .).,Updated dynamically through the web client during day to day business.,Siebel Repository Tables Siebel,实体定义表,All,Siebel source code is database based (rather than file based as in traditional custom code world).,This collection of tables (approx 1100) is known as the Siebel repository.,Updated using Siebel Tools - This is the development environment for Siebel, enabling updates to the source code in the Siebel repository.,27,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,28,客户化实施流程,定义,定义项目范围,发掘,参考现有产品功能发掘和细化潜在可实施需求,设计,按照需求定义新的对象，字段，界面和流程；产品和优惠定义,配置,配置已定义的对象，界面，流程，角色，产品,验证,测试人员按需求文档验证实现,部署,部署系统,29,客户化实施流程,cont.,部署,开发,分析,适应性分析,系统功能,详细设计,测试,试运行,推广上线,上线支持,系统配置及开发,30,以行业客户驱动提升产品功能,31,高层设计,AIM :Architecture,Integration Model,架构继承模型,GAP:,功能点,As is Assessment,：既有功能,Week 0,Week 1,Week 2,Week 3,Week 4,Week 5,Week 6,Week 7,As is,Assessment,Design,template,Preparation,Analyze Business Processes,Assess AIM,for to be,processes model,Identify Application,Requirements,Prioritize,Review,& Confirm,Perform,Gap Analysis,Confirm,H/W Vendor,Review,& confirm,Define Data,Migration Approach,Assess Siebel and,CSG data model,Client,sign-off,Analyze Users Role,Analyze CTZJ Products,Proof of Concept,Define Product Model,& Mapping Approach,Assess Legacy Data Structure,Define App Inventory,Identify Technical Requirements,Define Technical Architecture,Develop communication approach and training approach,Analyze Integration Solution,Define Legacy Interface Inventory,Define Integration Approach & High-Level Design,Review,& confirm,Consolidate,Interface Rqmt,32,CRM,小组六周工作计划,33,CRM,交付流程,Process,Flow,Gap,Analysis,Requirements,App,Inventories,HL Interface,Design,Role,Descriptions,Inventory of,Views,Applets,Interfaces,Reports,Business,Requirements,As-Is,Assessments,Traceability,Matrix,34,集成方案交付流程,Siebel Product,Modeling,Guidelines,Billing Product,Modeling,Guidelines,Address,Mgmt Approach,Product,Mapping,Approach,CRM, Billing & OM,Integration,Approach,Appointment,Booking,Account,Management,Approach,Fast Track,Prototype,Consolidated,Payments,Approach,Solution,Architecture,35,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,36,Siebel,客户，账户，资产，产品，类 关系,37,电总计费模型,3.0,（,2004,版）,38,Siebel Account,客户、账户,39,Siebel,资产 服务实例,40,NGOSS SID,产品，服务，资源领域关系,41,Siebel,订单管理,42,GB921 eTOM,中的参与者,Customers,客户,(the SP sells to them),Suppliers/Partners,供应商、合作伙伴,(the SP buys from them or co-operates with them),Shareholders,股东,(the SP obtains financial resources from them),Employees,员工,(the SP obtains their services to execute the processes of the enterprise),Other Stakeholders,其他利益相关者,(include Regulators, Media, Local Community, Government, Labor Unions, Competitors, etc.),43,GB922 NGOSS Party,模型,44,Siebel,参与者数据模型,Party Entities representing people and collections of people,Person,Contact Any individual person,User Contact with an application login,Employee User who is associated with an internal position,Partner User ,User who is associated with an external position,Position, Job title. Drives reporting and management,Role, Job function that a user performs,Organization,Division Maps to a companys physical structure,Organization Drives data visibility & company reporting process,Account, An external company,User List, Ad hoc group of people,Access Group, Ad Hoc group of parties,Household,Group of people,45,Party,相关表,Entity Tables,Access Group S_PARTY,Account S_ORG_EXT, S_PARTY,Business Address S_ADDR_ORG,Employee/Agent S_EMP_PER, S_CONTACT, S_PARTY,Group S_PARTY,Household S_ORG_GROUP, S_PARTY,Organization Relationship S_ORG_REL,Organization Unit S_ORG_EXT, S_PARTY,Party S_PARTY,Party Relationship S_PARTY_REL,Person S_CONTACT, S_PARTY,Person Relationship S_PARTY_REL or S_CONTACT_REL,Personal Address S_ADDR_PER,Position S_POSTN, S_PARTY,User List S_PARTY,User Login S_USER,46,Party ER,图,47,参与者的演变图,USER_FLAG=Y,EMP_FLG=Y,INT_ORG_FLG=Y,INT_ORG_FLG=Y,PRTNR_FLG=Y,BU_FLG=Y,BU_FLG=Y,INT_ORG_FLG=Y,48,如何实现权限控制,49,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,50,产品和目录管理循环,51,原子产品,网通产品,销售产品,属性,配置,组合,营销,价格,合同,包装,品牌,保修,售前,售中,售后,销售产品,(,主产品,),属性,1,属性,2,组合产品,(,子产品,)1,原子,(,子产品,)2,属性,11,属性,21,产品模型,主产品属性,为了营销目的，对产品、客户服务进行定价，并根据市场需要进行包装后形成的可销售实体，包括基本产品和组合产品。,Siebel,系统模型,产品映射,52,产品定义,主产品：,为了营销目的，对产品、客户服务进行定价，并根据市场需要进行包装后形成的可销售实体。如固定电话，,ADSL,，小灵通等。,子产品：,必须依附于主产品才能被客户购买的产品和服务。如来电显示,绿色上网，小灵通上网等。,属性：,主产品和子产品的一些固有信息，如小灵通机型，小灵通颜色，,ADSL,速率等。,53,产品逻辑模型,产品,价格表,产品价格,产品属性,电信基本服务（如普通电话，小灵通）,电信增值服务（如来显，三方通话）,一次性费（如调测，初装费）,其他,计费属性,（如甲乙种，速率）,施工属性,（如链路协议，接入方式，,IP,限额等）,优惠,目前意向：,根据不同级别的城市,设置价格列表,设置价格,通过产品关系，建立产品与优惠的关联，并设置各个地市的受理权限,产品规则,一个产品结构中，子产品间的互斥，属性取值间的互斥,54,产品物理模型,55,产品模型示意与设计说明,主产品,属性1,属性2,子产品1,NRC,子产品,属性11,属性21,目前网通业务中的产品,目前,网通,产品中的大多数属性,增值服务的属性或具有多值属性的实际属性,目前,网通,产品中的增值服务或具有多值的属性,目前,网通,产品或增值服务的一次性费用,一次性费用的属性,目前无,可能为了支持与Billing的映射建立,56,产品模型举例,57,订单信息构成：,属性,1,属性,2,优惠,属性,优惠,1,订单头,订单头信息,行项目,项目信息,地址信息,业务信息,其他信息,行项目,项目信息,地址信息,业务信息,其他信息,优惠,2,订单头,订单行项目,属性,优惠,58,提纲,TMF,模型及国内电信系统发展介绍,Siebel,系统及其在电信行业的应用情况,Siebel,实施流程,权限模型和实现,订单，产品模型,配置开发流程,参考,59,对象定义,按功能和目的不同分为三层,高层参考底层定义，各层之间松耦合,Screen,Application,Business,Component,Business,Object,Table,View,Applet,Field,List Column,or Control,Column,界面层,;,定义界面内容,业务对象层,;,捕获业务逻辑,数据对象曾,;,提供底层数据库的逻辑试图,60,界面导航,一个典型的,Siebel,界面,Site Map,Link bar,View tabs,Row indicator,Screen tabs,Selected record,61,Siebel,开发过程,Siebel pre-defined,database schema,(approx. 3000 tables),Development Process,Siebel development is performed in Siebel Tools, which in turn accesses the Siebel source code in the Siebel repository tables.,When ready for testing, Siebel Tools compiles the source code into a Siebel Repository File (.,srf,). The .,srf,is the compiled, executable Siebel application.,The .,srf,is placed on the Application server, and is accessed by the object manager.,The .,srf,is loaded into the application server memory for performance. An .,srf,is typically 25-35 MB in size.,Siebel Tools,Siebel.srf,1,2,3,4,1,2,3,4,Siebel Repository Tables,62,定义表结构，扩展表字段，建立表关联,定义,BC,，,BO,，,Link,，,MVG,等业务层逻辑关系,组织应用，屏幕，视图，子视图,定义控件，字段，按钮脚本,定义页面，控件，字段可见性,定义、定制、部署和启动工作流,编写服务脚本,配置类，类目和目录，属性，产品,发布应用，设置权限,Siebel,的开发,63,基于,Siebel,的开发,1.1.Column,、,Table,和,Index,Table,：,Siebel,中的物理表都是用,Tools,在目标定义库（,Repository,）,中定义和生成的，和实际物理表的结构保持一致；,Column,：,物理表字段，由,Tools,定义；,Index,：,物理表索引，也是由,Tools,定义；,不要手工在数据库中修改物理表，而应该使用,Tools,生成、修改表,64,基于,Siebel,的开发,cont.,1.2.Field,、,BC,、,BO,和,Link,BC,：,Siebel,中的基本逻辑单元（如订单头、订单行、雇员等），是物理表的映射，一个,BC,对应到一个或若干个有关系的表。,BC,也可以包含一些方法以实现特定功能（也可以客户自编程添加方法）,Field,：,BC,包含的字段，对应于表的字段,BO,：,Siebel,中的逻辑大单元，包含了一个或若干个有关系的,BC,Link,：,定义,BC,之间的关系（,1:1/1:M/M:M,）,65,基于,Siebel,的开发,cont.,1.3.Control,、,Applet,、,View,和,Screen,Control,：,UI,层中最小的单元，对应于,BC,的一个,Field,Applet,：,Siebel,界面中的一个窗体，对应于一个,BC,，,允许通过,Applet,访问,BC,的数据和方法。,View,：,Siebel,界面，由若干个,Applet,组成，对应于一个,BO,Screen,：,一组有关联的,View,的集合，对应于一个菜单项,66,基于,Siebel,的开发,cont.,1.4.Project,为了能够实现团队协同开发，,Siebel,引入了,Project,概念,Project,是指一类相关的,Siebel Repository,对象（如,BO,、,BC,、,View,等）组件的集合,Project,是为开发人员设计的，故只有在,Tools,中有意义,开发时，可以锁定若干,Project,，,锁定后自己可读写该,Project,所属的对象的定义，其它人员只能读,Siebel 6,的最小编译单元是,Project,，,Siebel 7,的最小编译单元更小了，可以是,Project,下属的对象,67,Siebel,技术特性,支持,B/S & C/S,，典型的,N,（,2-5,）层架构；,扩展性良好（负载均衡、组件分布）；,集成性极好（提供了数十种集成方式）；,易于二次开发及定制，可平滑升级；,自有编程语言和编译技术；,本地开发、调试；,复杂工作流和业务逻辑（可客户自编程定义）；,本地库及数据同步技术,68,参考,ORACLE,电信产品线,