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1、陈永林12/27/2006,1,Siebel 和电信行业,中国电信行业Siebel系统应用交流,2,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,3,eTOM&NGOSS 地图,4,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，DSLGB921P eTOM 入门GB921V eTOM&ITILGB922 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_C
2、oncepts_R6-0 Business View,5,NGOSS Road Map 文档路径图,6,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 v
3、iews of the contents of the model.（整体介绍）GB922 Addendum 1P Party GB922 Addendum 1L LocationGB922 Addendum 1BI Business InteractionGB922 Addendum 1A Agreement(including Service Level Agreement)GB922 Addendum 1BT Base TypesGB922 Addendum 1T CalendarGB922 Addendum 1J ProjectGB922 Addendum 1POL PolicyGB9
4、22 Addendum 1R Root Business EntitiesGB922 Addendum 2 Customer,Customer Order,Customer SLAGB922 Addendum 3 Product Specification,Product Offering,Product,Product Offering PriceGB922 Addendum 4SO Service Specification,ServiceGB922 Addendum 4-QoS Service Quality of ServiceGB922 Addendum 5PR Physical R
5、esourceGB922 Addendum 5LR Logical Resource,7,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 mappingTMF053 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,8,SID 概念集合图,9,资源服务业务流程业务流程、产品再造运
6、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,10,OSS/BSS 演进 cont.,11,上海电信,12,北京移动OCRM,13,北京移动OCRM cont.,ON Demand,局数据,CBOSS,Comptel,税控,III期加入,14,电信MR（市场营销再造),15,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,C3,16,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,17,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
7、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
8、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,18,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,19,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
9、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,20,Siebel In China,21,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)ena
10、bled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,22,Siebel 功能地图,Siebel,23,Siebel系统架构,24,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,SiebelTemplates,SWE builds
11、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,Browser generates HTTP request,Web server recognizes that URL contains a Siebel request and passes it to the Siebel Web Engine(SWE),SWE reques
12、ts retrieved data fromObject Manager,1,2,3,4,5,6,25,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 storescom
13、pressed files used by Siebel applications,DatabaseServer,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
14、 using Siebel Web Server Extension,Object Manager(Includes SWE),26,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 f
15、or universal queuing of multiple channel types.eConfigurator and ePricerUsing 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)Pro
16、vides infrastructure for integrating Siebel with other enterprise applications.Includes protocols such as FTP,MSMQ and HTTP.Centralized around XML data transferEnterprise Integration Manager(EIM)Utility for batch inserts,updates,merges,and deletes to and from the Siebel database.Siebels recommended
17、method for importing/exporting batch data to and from the master databaseFile System ManagerSiebel Object Manager(eCommunications)Workflow ManagerExecutes actions and business logic for pre-defined events.Events can be external triggers,database events or batch scheduled eventsAssignment ManagerRemo
18、te ServerSiebel 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 databaseActuate e.Reporting Server3rd party software that integrates with Siebel to provide r
19、eporting functionalitiesWeb Server,etc.,27,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 administrat
20、ion 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 S
21、iebel 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 reposito
22、ry.,28,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,29,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,30,客户化实施流程 cont.,31,以行业客户驱动提升产品功能,32,高层设计,AIM:Architecture Integration Model 架构继承模型GAP:功能点As is Assessmen
23、t：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 M
24、igration 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 app
25、roach and training approach,Analyze Integration Solution,Define Legacy Interface Inventory,Define Integration Approach&High-Level Design,Review&confirm,Consolidate Interface Rqmt,33,CRM 小组六周工作计划,34,CRM 交付流程,Process Flow,Gap Analysis,Requirements,AppInventories,HL Interface Design,Role Descriptions,I
26、nventory ofViewsAppletsInterfacesReports,Business Requirements,As-Is Assessments,Traceability Matrix,35,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 Manag
27、ementApproach,Fast Track Prototype,Consolidated Payments Approach,Solution Architecture,36,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,37,Siebel 客户，账户，资产，产品，类 关系,38,电总计费模型3.0（2004版）,39,Siebel Account 客户、账户,40,Siebel 资产 服务实例,41,NGOSS SID 产品，服务，资源领域关系,42,Siebel 订单管理,43,GB9
28、21 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(inc
29、lude Regulators,Media,Local Community,Government,Labor Unions,Competitors,etc.),44,GB922 NGOSS Party 模型,45,Siebel 参与者数据模型,Party Entities representing people and collections of peoplePersonContact Any individual personUser Contact with an application loginEmployee User who is associated with an inter
30、nal positionPartner User User who is associated with an external positionPosition Job title.Drives reporting and managementRole Job function that a user performs OrganizationDivision Maps to a companys physical structureOrganization Drives data visibility&company reporting processAccount An external
31、 companyUser List Ad hoc group of peopleAccess Group Ad Hoc group of partiesHousehold Group of people,46,Party 相关表,Entity TablesAccess Group S_PARTYAccount S_ORG_EXT,S_PARTYBusiness Address S_ADDR_ORGEmployee/Agent S_EMP_PER,S_CONTACT,S_PARTYGroup S_PARTYHousehold S_ORG_GROUP,S_PARTYOrganization Rel
32、ationship S_ORG_RELOrganization Unit S_ORG_EXT,S_PARTYParty S_PARTYParty Relationship S_PARTY_RELPerson S_CONTACT,S_PARTYPerson Relationship S_PARTY_REL or S_CONTACT_RELPersonal Address S_ADDR_PERPosition S_POSTN,S_PARTYUser List S_PARTYUser Login S_USER,47,Party ER图,48,参与者的演变图,49,如何实现权限控制,50,提纲,TMF
33、 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,51,产品和目录管理循环,52,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,53,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
34、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。,54,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,55,产品物理模型,56,产品模型示意与设计说明,主产品,
35、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,57,产品模型举例,58,订单信息构成：,订单头订单行项目属性优惠,59,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,60,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
36、,Application,BusinessComponent,BusinessObject,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,61,界面导航,一个典型的Siebel界面,Site Map,Link bar,View tabs,Row indicator,Screen tabs,Selected record,62,Siebel 开发过程,Siebel pre-defined database schema(approx.3000 tab
37、les),Development ProcessSiebel 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
38、.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,63,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
39、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,64,基于Siebel的开发,、Table和IndexTable：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,65,基于Siebel的开发 cont.,、BC、BO和LinkBC：Si
40、ebel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BCLink：定义BC之间的关系（1:1/1:M/M:M）,66,基于Siebel的开发 cont.,、Applet、View和ScreenControl：UI层中最小的单元，对应于BC的一个FieldApplet：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
41、界面，由若干个Applet组成，对应于一个BOScreen：一组有关联的View的集合，对应于一个菜单项,67,基于Siebel的开发 cont.,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,68,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,69,参考,ORACLE 电信产品线（用会员企业邮箱注册和下载规范文档和其他资源）(作者的Blog),70,问题和讨论,
