SMART BPM

Enabling Digital Transformation - Wave II

2016 TM Forum | 1

Orange - Problem Statement

We have seen SMART BPM an Agile way to
Enable Digital Transformation for Process /
System Transformation.

Christian
Orange
CIO

TRANSFORM OCEANE DIGITALLY

OCEANE Overview
Resource & Service Trouble Ticket
10 millions TT / year
40000 users (incl. 3000 concur.)
up to 40 countries/organization
worldwide
50 000 SMS (alert )
1.3 million mails (event)

We need to improve our

service assurance system/
process in Agile way.

2016 TM Forum | 2

CHAMPIONS

TEAM
TOGETHER EVERYONE ACHIEVES MORE

PARTICIPANTS
Digital Enterprise Suite

SMART BPM

Disco

Working towards one objective demonstrating SMART BPM

Enabling Digital Transformation for Process / System Transformation
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Smart BPM Concept

SPPA

EBPF

ABPD

SBPI

ABPG

SBPV

SBPF

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WHY SMART BPM

Cost
Effectiv
e

SPPA

- Manual Vs Automated
- Fewer Resources

Monitor

ABPD
- Accelerated Lifecycle

EBPF

SBPI

ABPG

- Performance
- Bottlenecks
- Infinite loops

SBPV

Fast

SBPF

- Minutes vs. Weeks

- Legacy vs. Digital

- Fact-based

Accurat
e

Analytic
s

Industry
- Greater Transparency
Agnosti
- Impervious to Complexity c

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- Evaluate
- Simulate
- Predict

Industry
Framework
Mapping

The Problem
The products and services we provide to our customers require large scale and complex business
processes which needs to be transformed.

Fault Management System Transformation so that the redundant and unused functional parts in
the current system can be identified and there by system transformation strategy can be defined.

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Current State Process Discovery & Analysis - Manual

PRE-DISCOVERY PHASE:
Scope finalization
Schedule Meetings

RECOMMENDATIONS

PROJECT PLAN:

MANUAL PROCESS MODEL

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INTERVIEWS & FLOOR WALK:

Sessions with SME to understand and
capture the AS IS process , pain
points and issues

TIME & MOTION ANALYSIS:

Identifying the pain points and
improvement opportunities
Gathering volumetric details
IPC

Order
count

CT

IPC1

33

40

IPC2

32

42

IPC3

35

41

IPC4

28

37

Automated Business Process Discovery(ABPD) &

Smart Business Process Validation(SBPV)
PRE-DISCOVERY PHASE:

AUTOMATED PROCESS DISCOVERY:

PROJECT PLAN:

Scope finalization
Study system architecture
Request desired Transaction logs

VALIDATE RESULTS:
Sessions with SME to validate,
pain points and issues

Process models are entirely computer

generated and requires no human input.

SMART PROCESS VALIDATIONS &

ANIMATION

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Illustrative example of Manual vs Automated Outputs

Automated Discovery

Manual Discovery

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Fault Mgmt Online Application Performance Analysis

Events over Time

Activity over Time

Log Summary

Activity Pareto

Activity Summary

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Fault Mgmt Online Application Performance Analysis

Webpages contribute for 93% of the total events

Webpages Relative Frequency

Total 519 variants, Top 6 variants covers 60% of the Cases

Top 6 Activity Transitions

Events/ Minute over Period of time showing Peak and Bottom period
From Page

To Page

Frequency

% of Total
Events

TIC-SC164: TICKETS LISTS

TIC-SC076 TICKET
INTERVENTION

5664

5%

TIC-SC076 TICKET
INTERVENTION

TIC-SC089: TICKET COMMENT

5211

4%

TIC-SC089: TICKET COMMENT

TIC-SC164: TICKETS LISTS

3037

2%

TIC-SC076 TICKET
INTERVENTION

TIC-SC063: Ticket Detail

2954

2%

2446

2%

2335

2%

TIC-SC089: TICKET COMMENT

TIC-SC063: Ticket Detail

2016 TM Forum | 11

TIC-SC076 TICKET
INTERVENTION
TIC-SC076 TICKET
INTERVENTION

ABPG Automated Business Process Guidance

POST-DISCOVERY PHASE:
Export Process in XML format

AUTOMATED
PROCESS MODEL
On single click process
discovered process is
converted to industry standard
process model.

PROCESS ANIMATION
Attachment of Documents
( Instructions ,Rules, Example )
attached activity
Videos and tutorials explain steps in
details linked to Activity

2016 TM Forum | 12

AUTOMATED PROCESS CREATION

Ticket Process Mapped to BPMN 2.0 Process Flow
Activities , Gateways created as per discovered
process flow

SBPF - Smart Business Process Framework Mapping

Using latest BPF (eTOM) version
BPMN 2.0 Process Flow :

Activity mapping to BPF (eTOM) Framework :

Who is the actor?

Why is it done ?

What activity is done?

Which system?

When to be done?
2016 TM Forum | 13

TMF Fx-16 Contribution Status

Proposed Metric1- %
Usefulness of webpage

Proposed Metric2- # Seconds User

spent on Web Page, per visit

Proposed Metric3- %Next Page

Transition

Description: Usability of web pages in an

online portal. It can be calculated using
following formula:-Visit to web page/Total visit
to Web site.

Description: Complexity of content on the webpage

in an online portal. It can be calculated using
following formula:-SUM[Duration Spent on Web Page
by different Users]/Total Web Page Visits

Description: User most accessed path

-:Transitions from Source Page to Particular
Page/Total no. of transitions from Source web page
to all other web pages

Theme: The document submitted to the

Matrices collaboration program and received
confirmation from Robert Bratulic TMF
Metrics Program Lead.

Theme: The document submitted to the Matrices

collaboration program and received confirmation
from Robert Bratulic TMF Metrics Program Lead.

Theme: The document submitted to the Matrices

collaboration program and received confirmation
from Robert Bratulic TMF Metrics Program Lead

This will be added to TMF Metrics repository for

FX16 at maturity level 2.

This will be added to TMF Metrics repository for

FX16 at maturity level 2..

This will be added to TMF Metrics repository

for FX16 at maturity level 2.

Existing TMF Matrices Mapping

TMF TID 787- % Web Site Pages Helpful
Description - Used to measure the usefulness of Web Site information
pages.
Matrices Taken from GB988 TM Forum Metrics Definition R15.5.1

TMF TID 788 # Web Site Page Votes Helpful / # Web

Site Page Votes
Description - Used to measure the usefulness of Web Site information
pages
Matrices Taken from GB988 TM Forum Metrics Definition
R15.5.1.

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Smart Predictive & Prescriptive Analysis

BPMN Process Map

Simulation Output

Create Trouble Ticket

Create Trouble Ticket

Simulation Parameters
Preparations for Simulation:
Sub Process identified for simulation
Simulation Parameter assigned to each activity and
gateway . E.g. Processing Time, Resources
Scenarios to simulate process using different
parameters

After Simulation:
Mean Processing Time, Trigger Count summarized at the
end of simulation for each activity

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Thank You

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