Transcript Business Problem: e2e Service Visibility

Delivery of a global inventory masterfile system in the
real world of BT Global Services
Paul Stansfield
OneIT Business Engagement Director
Contents:
• Who am I, what am I going to talk about?
• The Business Imperative
• The Agile process, ways of working, tools and technology
• The Technology proposition & the decisions on how to do it
• What we did in the first 3 mths – the Agora platform
• The transition from small and quick, to safe and strong
• Celebrations of success - Agora at 1yr old
• What the business thinks now……case studies
• Things I hope you take away…..
Who am I, what am I going to talk about?
• My name is Paul Stansfield
• I work in the Enterprise information Platform in BT plc
• I am going to talk about the delivery and utilisation of a brand new
information platform - from nothing to fully operational platform
• My focus is on the business and the delivery
• How great technology can benefit business
• How a £10M program of works can succeed in 18mths
The Business Imperative
BT needs a reliable and strategic platform to
source data for numerous projects and cost
reduction plans
We have no consolidated and consistent view of
customer inventory for propagation to multiple
systems, analysis, operational use or ad hoc
investigation and reporting
Please fix this problem
The Agile process, ways of working,
tools and technology
• Work is done in 3 mth chunks and measured by PIR!
• Each chunk is started off with a OneIT HotHouse
• Delivery is a ‘sprint’ during the cycle
• Methodology is ‘AGILE’
• Technology is best for the job at hand
• Strategic or Tactical is driven by the project deliverables
• Tool standardisation is a given
• Vendor choice is prescribed
• Breaking the rules is allowed
• Hitting dates and cost is everything
• Make a promise, keep it!
Technology and Decisions
T&D - AGORA Activity cycle
Data Loading
1. Create Templates & Checklists for
Data Capturing
2. Gather Source DB Information
3. Replicate the Source DB
4. Migrate data into the DRA
1.
2.
3.
4.
5.
Data Exploitation
1. Analyze CDM3
2. Adhere to the thoughts of
Hot House/Strategy
Plan
3. Identify Data Sources
4. Develop necessary Web Services
Data Consolidation
AGORA ASSEMBLY
LINE APPROACH
Data Deduplication
1.
2.
3.
4.
6.
7.
8.
1. Monitor the CDM2 and CDM3
data loading
2. Test the Data quality
3. Analyze the reason for error
fallout
4. Identify / Re-factor the Data
Cleansing rules
Monitoring of Data Quality
Analyze the Source Data
Map Source Data to Target CDM
Re-factor the CDM
Develop / Rework on ETL maps
Load data in CDM1
Identify de-duplication rules
Re-factor de-duplication rules
Implement rules in PL/SQL
Migrate data from CDM1 to CDM2
Store erroneous data in Error DB
Build cleansing rules in Inmerlo
Use Inmerlo to migrate data from
CDM2 to CDM3
T&D - The Agora platform
As-Is
Immediate
Scope
Inspect
Data
Services
Update
Data Quality
Analyst (DQA)
EIS
Landing
Process
Oracle World
Data Reception Area
(DRA)
Oracle
Replication
Extract
Transform
Load (ETL)
Operational Data Store
(ODS)
Oracle
Data
Silos
Schema 1
MSAccess
MySQL
FlatFile
Non Oracle
World
Excel
Business
Users
Business
Systems
Data
Stores
Extract
Complete
Refresh
CSV
CSV
File
File
...
...
Error Sink
INMERLO
MATCH &
MERGE
Quality
Rules
...
OWB
Schema 2
SQL
Loader
PL/SQL
Data Quality
Filter (DQF)
Referential
Integrity
ESB
Incremental
Refresh
...
Schema n
Common Data
Model (CDM) 1
Common Data
Model (CDM) 2
Common Data
Model (CDM) 3
Source Systems
DW/BI
Architecture – Engineering View
OLTP
Non Oracle
Systems
Rationalized
What we did in the first 3 mths – the Agora platform
• Inventory Viewer – real time data dash board supporting Service
Assurance teams in the Netherlands.
• First time a consolidated master file system had been delivered into
BT operations
• 127 users accessing the CIVT to get inventory data
• Benefits of £600k p.a. by reducing the time it takes to join a ‘problem’
to its inventory – declared by the business
• Agora platform designed and the orders for the infrastructure placed
• Highly engaged Business team
• Highly motivated IT team
The transition from small and quick, to safe and strong
• Delivery Cycles 2 and 3 – Feb 06 – Aug 06
• Data available in Inventory Viewer increased by 9 scoped systems, includes Germany
and partial UK inventory
• Inventory Viewer enabled for German roll out commencing end May 06
• First AGORA data services delivered for Planned Works tool
• Orion audits across 3 systems delivered to customer (system signed off, ORT beginning
29/05/06. Live in production 12/06/06)
• Agora platform hardware and design delivered
• Agora platform delivered in non UK data centres
• Agora agreed as integral to the road map to the target architecture
• 6 systems fully enabled and integrated in AGORA
• Inventory Viewer - Full data capability to support Germany SA function –
• Users from Service Assurance, Network assurance, Sales, Billing, Customer advocacy
and escalation, Service Delivery
• Data available in Inventory Viewer increased by another 9 scoped systems, includes
Germany, Belgium, Nordics, Infonet
• Inventory Viewer enabled for German roll out commencing Sept 06
• First AGORA data services delivered for Planned Works tool
• Service assurance consolidation – providing seamless data to the Expedio platform from
Orion, TPS, TCR and IS3 to allow the CTMS SA platform to be closed
Celebrations of success Yr 1.
Project
Cost FY
05/06
Benefits
FY 05/06
Cost FY
06/07
£000
£000
To May
06
Benefit
s to
May 30
06 £000
£000
Inventory Viewer for
SA
Cost FY
06/07
To Sept
06
Benefits
to Sept
06
£000
£000
Cumulative
Benefits Totals
£000
(benefits minus
expenditure)
(146)
17
(87)
109
(100)
420
213
Inventory Viewer
Orion Audits
0
0
(70)
0
(0)
142
72
Inventory Viewer for
SD
0
0
(22)
210
(0)
630
818
AGORA Information
Hub (platform)
(99)
0
(200)
0
(700)
0
(999)
0
0
(131)
0
(0)
400
269
(620)
9785
9380
(1420)
11592
£9.753M
AGORA Planned
Works interface
SA consolidation
Totals
(245)
17
(510)
319
Celebrations of success 2
Ben Verwaayen CEO BT
On Ireland jeopardy management – ‘Super, thanks for sharing’
Andy Green CEO BT GS
On Single consolidated inventory: ‘I’ve been asking for this kind of thing for 5
years, you’re the first team to deliver it’
Al-Noor Ramji – CEO OneIT
On Agora and the Inventory viewer – ‘There is huge potential and opportunity
here. You should roll out all across BT ’
On the Ireland SD sprint – ‘Fantastic news. Want this on the front page of next
month's BT Today’
Kaila Bongiovanni, - Marketing Director, Infoworld
On Monday, November 13th, BT will be named to the InfoWorld 100, InfoWorld's
highest honor for "End-to-End customer information platform“
Roel Louwhoff - President Customer Service & Network Operations
On hearing the above news – “Great news and well done by the whole team!
Collective brilliance at its best!”
What the business thinks now……case study 1
• For SA consolidation, ops are working on 3 ticketing applications, to reduce this to 1 application, (Expedio) inventory from
ORION, Classic, MTNI, TPS, IPMS, IMS and IS3 are needed in Expedio to get a consistent view of a customers’ service
inventory, so we can raise tickets and manage the Trouble to Repair process on a single application
• We use AGORA to get all this inventory in one place and then push it into Expedio, this makes sure its in the right formats and
that it stays up to date with orders - adds, changes and deletes being updated every day from AGORA. It enables us to shut
down CTMS, the old SA platform, and stop using Classic for SA as well
• Using AGORA we created a ‘manage aggregate information’ capability
• This is a re-usable capability, so when the new iVPN solution needed SMARTS to be able to send an alarm to Expedio for a
network problem we re-use the ‘MAI’ capability in AGORA
• SMARTS uses AGORA for its inventory view of iVPN orders and it can rely on the fact that the customer data that relates to
the inventory is already in Expedio ready and waiting for an alarm message
• Both deliveries use AGORA as the inventory master file and this is great example of how a capability can be re-used by 2
completely separate business initiatives.
Delivery 1 – SA Consolidation
Expedio
FM
BFG
Delivery 2 – iVPN Launch
ALARM
SMARTS
SOURCES
Customer Inventory
ORION
Network
Inventory
IMS
TPS
EXTRACTION
EXTRACTION
EIP DRA
Classic
Classic
RTO
Orion
RTO
EXTRACTION
EXTRACTION
IS3
AGORA EIP PLATFORM
AGORA Common
Inventory Model
(CDM)
What the business thinks now……case study 2
• MDM as in Meta-Data Management not Master Data Management.
• EIP has lots of big databases/warehouses. The problem is how to
accurately describe and catalog the information content across the
silos.
• Use of industry best practices and tools not only for data profiling and
cataloging but also for knowledge management.
•
•
•
•
•
Single set of tools/processes to cover all the LoBs
Self-Service, Web2.0 SDK based solutions.
Near-real time.
Data not to be lifted/shifted but referred to in-place.
Describe business entities like ‘Customers from USA’ or ‘Global ATM
Circuit’ not database tables and columns.
• Allowing users (business and end-customers) to directly fetch the
information they are looking for without IT intervention.
Things I hope you take away…..
• Think big deliver small and quick
• Take your business partners with you
• Don’t be afraid to develop by yourself if tools are not there
• Don’t be afraid to use tools off the shelf either
• Track delivery as a profit and loss account
• Solicit feedback and do demo’s and walkthroughs until your teeth hurt
• Be prepared for the scale of enthusiasm after successful delivery
• Plan to cope with demand