FORM - 2
THE PATENTS ACT, 1970
(39 of 1970)
AND
THE PATENTS RULES, 2003
COMPLETE SPECIFICATION
(See section 10; rule 13)
SERVICE ORIENTED SYSTEM FOR TELECOM OPERATIONS
TATA CONSULTANCY SERVICES LTD,
an Indian Company Nirmal Building, 9th floor,
Nariman Point. Mumbai 400 021,
Maharashtra. India
The following specification particularly describes the invention and the manner in
which it is to be performed.

FIELD OF THE INVENTION
This invention relates to the field of telecommunications.
In particular, this invention relates to a service oriented system for
telecommunication operations.
BACKGROUND OF THE INVENTION & PRIOR ART
Telecommunication service providers across the globe need to continuously keep evolving their systems in order to meet the ever growing expectations and the demands of their customers. In order to meet the present day business requirements, the time taken for the different operations including customer/partner on-boarding, partner settlement, order provisioning, clarifying customer enquiries, updating supply chain, ordering activations and data synchronization has to be reduced considerably.
Operations Support Systems (also called Operational Support Systems or OSS) are computer systems used by telecommunications service providers. The term OSS most frequently describes "network systems" dealing with the telecom network itself, supporting processes such as maintaining network inventory, provisioning services, configuring network components, and managing faults. Business Support Systems or BSS typically refers to "business systems" dealing with customers, supporting processes such as taking orders, processing bills, and collecting payments. The two systems together are often abbreviated as OSS/BSS.
The OSS/BSS systems have various drawbacks including:
• systems being fragmented and inflexible;
• high development and operational costs;

• interoperability restrictions and vendor specific closed shop restrictions;
• time to market delays for new Telco products;
• focusing more on the network;
• being reactive to customers;
• having relatively simpler product mixture; and
• business being driven by telecom service providers & technology.
Moreover, the traditional operations support systems are functionality driven and are designed to last for a long time having long development cycles and tightly coupled object-oriented components, which are very much application specific,
In order to overcome these drawbacks, NGOSS is introduced into the scenario. NGOSS or "New Generation Operations Systems and Software" provides ways to help telecommunication service providers to manage their business. NGOSS includes a set of principles and technical deliverables.
The 5 key principles of NGOSS are separation of business process from component implementation, loosely coupled distributed system, shared information model, common communications infrastructure and contract defined interfaces.
The 5 technical deliverables of NGOSS are a process model, a shared information model, a lifecycle model, contract specifications and a Telecom Applications Map (TAM).
Enhanced Telecom Operations Map (eTOM) is the process model of NGOSS. The eTOM describes the full scope of business processes required by a

telecommunication service provider and defines the key elements and explains how they interact.
Shared Information/Data Model or SID is a unified reference data model providing a set of business objects included in basic business processes and also providing the connections and relations between the abovementioned objects in telecommunications.
The NGOSS lifecycle model is aimed at defining the use and deployment of NGOSS within an organization and provides a framework for using the SID and eTOM. The NGOSS lifecycle divides system development into 4 stages, which are requirement gathering and analysis, system design, implementation and operation.
The NGOSS contract is the fundamental unit of interoperability in an NGOSS system. Interoperability is important for each of the four stages defined by the NGOSS lifecycle. For example, the contract is used to define the service to be delivered as well as to specify the information and the code required to implement the service. The contract is also used to monitor, administer and maintain the service and it ensures that the external obligations of the contract (from an SLA-Service Level Agreement), if any, are met. Again, the contract is used to define the measures to be taken if the external obligations are violated in any manner.
The Telecom Application Map (TAM) links process views and data/information views to describe IT-type applications, which the telecommunication service providers can procure.
NGOSS systems also have different drawbacks as described below:

• In terms of system agility, the IT responsiveness is not matching business demands.
• In terms of system adaptability, the various shortcomings are architectural inflexibility and increasing system complexity.
• In terms of system efficiency, IT maintenance cost is increasing since IT portfolios are expanding day by day.
• In terms of system governance, complexity of governing systems has to be increased because of non future-proof IT investments, threats of technical irrelevancy and upcoming of new business and technology paradigms.
• In terms of organizational effectiveness, reuse is found to be less practiced and upcoming of Shared Service Models and diversified IT capabilities within the enterprise again increases system complexity.
Therefore there is felt a need for a system for telecommunication operations which:
• is process-driven, business-aligned and self-optimizing;
• supports continuous business change and responds rapidly to dynamic business environments with IT as the driver of innovation and business effectiveness;
• has the ability to leverage, yet modernize legacy assets;
• reduces IT costs and response time;
• improves the value on IT spend and also, the productivity;
• is designed for change and can be developed iteratively;
• is loosely coupled, message oriented and heterogeneous;
• supports convergent solutions on multiple platforms;
• can introduce new business models and products rapidly;

• has high quality at low resource consumption;
• is focused on service;
• is proactive to customer requirements and the business is driven by customer needs and technology thereby enhancing customer satisfaction and experience;
• can generate complex product mixtures;
• increases business agility and IT reuse;
• accelerates service creation, delivery and monetization;
• has the power to open lucrative new markets and to generate substantial new revenues by facilitating interaction between the internal and external applications of the customers; and
• provides business-level software modularity.
PRIOR ART
United States Patent Application 20099094112 discloses a method for configuring a telecommunication service provider architecture in which multiple support systems interoperate to provide telecommunication products and services to customers. The method taught by the US Patent Application No. 2009094112 includes the steps of establishing an enterprise service bus for routing telecommunication customer, product and service messages; establishing connectors through which the multiple support systems connect to the enterprise service bus in order to publish and subscribe those messages and implementing across the enterprise service bus and connectors an object entity model.
United States Patent Application US2008294408 teaches a method of developing an information technology solution through the development of a conceptual

model. The method envisaged by the US Patent Application No. 2008294408 includes the steps of defining one or more business stakeholders associated with a business, defining a plurality of requirements of an information technology (IT) solution owned by said business; developing a conceptual model taking into consideration one or more business stakeholders and one or more IT stakeholders associated with the business such that the conceptual model provides a representation of a design of said IT solution. According to the above mentioned US Patent Application the conceptual model so developed would also include a plurality of conceptual components and a plurality of operational concepts, which would in turn represent one or more IT systems, one or more hardware components of the IT systems. According to the above mentioned US Patent Application, a documentation of said conceptual model is also created and is made accessible to the concerned business stakeholders and IT stakeholders. The documentation would include the details about operational concepts, design concepts and working concepts of the conceptual model so generated US Patent Application is a domain independent business solution provider and it does not specifically cater to the requirements of the telecommunication industry. The above mentioned Patent Application does not follow the service oriented architectural design.
United States Patent Application 2009193432 provides a service-oriented architecture that includes a service provider consisting of a plurality of service objects wherein each service object comprises a self-describing, self-contained, platform independent, modular unit of application logic. The service oriented architecture of the above mentioned US Patent Application further includes a service object among the plurality of service objects that is a service implementation having a preordained message processing system. The service

implementation can respond to client requests at different levels of granularity and can use a common transfer object message format that separates a business object into its constituent parts. According to the above mentioned US Patent Application the common set of operations being performed by the messaging processing system can include at least the Read, Create, Update, Delete, and Execute functions. The above mentioned US Patent Application focuses on providing an service object which is capable of acting as a message processing system thereby providing the functions of reading, creating, updating, deleting and executing the messages. The system envisaged by the above mentioned US Patent Application concentrates mainly on message processing and execution.
United States Patent Application 2009193433 provides a method of integrating components for processing a request. The method envisaged by the above mentioned invention includes the steps of providing architecture for supporting a plurality of independent components wherein the architecture has been configured to decide about the direction and transformation of messages between the independent components thereby enabling the independent components to perform tasks and delegate tasks to other components. The architecture as envisaged by the above mentioned US Patent Application further includes managing an identity across the plurality of independent components in order to provide for sharing the processing of the request across the plurality of independent components. The architecture is also configured to receive a request and perform an action corresponding to that particular request. Apart from performing an action the architecture can also initiate or an action corresponding to the request, initiating a workflow to process the request using the plurality of independent components and the managed identity. The focus of the system of the above mentioned Patent Application is on providing a message processing system

that would receive a message and either initiate a response in the form of another message or initiate a workflow in response to the received message. The main focus of the system of above mentioned patent document was on providing for integration of components thereby providing for easy processing of requests.
Each of the above patent documents do not disclose providing a facility that would take care of all the managerial aspects and the functional aspects of a telecommunication service provider. The system disclosed by the above mentioned US Patent Application concentrates only upon facilitating an exchange of messages (consumer messages, product messages and service messages) between the telecommunication service provider and the customer. It cannot manage all the operations of a telecommunication service provider including service catalogue creation and management, risk assessment, value assessment, determination of KPI (Key Performance Indicators), adopting the right technology to satisfy a business need, orchestrating the services using the selected technology, providing the necessary resources for facilitation of services and creating a decision making structure across the organization.
OBJECTS OF THE INVENTION
It is an object of the present invention to provide a process-driven, business-aligned and self-optimizing service oriented system for telecommunication operations.
It is another object of the present invention to provide a service oriented system for telecommunication operations which supports continuous business change and responds rapidly to dynamic business environments with IT as the driver of innovation and business effectiveness.

It is still another object of the present invention to provide a service oriented system for telecommunication operations which has the ability to leverage, yet modernize legacy assets.
It is yet another object of the present invention to provide a service oriented system for telecommunication operations which reduces IT costs and response time in all stages of the operations.
One more object of the present invention is to provide a service oriented system for telecommunication operations which improves the value on IT spend and also, the productivity.
Yet another object of the present invention is to provide a service oriented system for telecommunication operations which is designed for change and can be developed iteratively.
Still another object of the present invention is to provide a service oriented system for telecommunication operations which is loosely coupled, message oriented and heterogeneous.
Still another object of the present invention is to provide a service oriented system for telecommunication operations which supports convergent solutions on multiple platforms.

Yet another object of the present invention is to provide a service oriented system for telecommunication operations which can introduce new business models and
products rapidly.
It is one more object of the present invention to provide a service oriented system for telecommunication operations which has high quality at low resource consumption.
It is another object of the present invention to provide a service oriented system for telecommunication operations which is focused on service.
It is still another object of the present invention to provide a service oriented system for telecommunication operations which is proactive to customer requirements and the business is driven by customer needs and technology which enhances customer satisfaction and experience.
It is yet another object of the present invention to provide a service oriented system for telecommunication operations which can generate complex product mixtures.
It is yet another object of the present invention to provide a service oriented system for telecommunication operations which increases business agility and IT reuse.
It is still another object of the present invention to provide a service oriented system for telecommunication operations which accelerates service creation, delivery and monetization.

It is still another object of the present invention to provide a service oriented system for telecommunication operations which has the power to open lucrative new markets and to generate substantial new revenues by facilitating interaction between the internal and external applications of the customers.
It is still another object of the present invention to provide a service oriented system for telecommunication operations which provides business-level software modularity.
SUMMARY OF THE INVENTION
For the purposes of this specification, the term 'unit' relates to a computational means adapted to perform a defined task in accordance with pre-defined rules.
For the purposes of this specification, the term 'risk parameter' relates to various risk aspects of a collaborative environment, collective ownership, stake holder alignment and the transformation governance.
For the purposes of this specification, the term 'telecommunication operations' relates to wired service providers, wireless service is providers, mobile virtual network operators, and resellers.
According to this invention, there is provided a service oriented system for telecommunication operations, said system comprises:
- service oriented architecture governance (SOA) unit adapted to govern decision making units of said telecommunication operations in accordance with pre-defined policies, standards, and procedures, said decision making units comprising:

- strategy unit adapted to assess and provide a strategic planning of architecture for said system,
- implementation unit adapted to implement said assessed and strategically
planned architecture for said system; and
- measurement unit adapted to measure pre-defined parameters of said implemented architecture for said system.
Typically, said strategy unit comprises:
enterprise SOA assessment unit adapted to assess maturity of said system in accordance with pre-defined rules and further adapted to ensure service orientation in said system; and
SOA planning unit adapted to perform planning to generate a purpose fitted system by deciding technology to be adopted and also by deciding the standardization technique to be adopted.
Typically, said implementation unit comprises:
SOA discovery unit adapted to implement top-down process decomposition and further adapted to implement bottom-up application realization;
SOA definition and cataloging unit adapted to define service granularity and interfaces needed for said system and further adapted to create a service domain catalogue containing service metadata and Quality of Service data;
SOA mosaic creation unit adapted to generate a collection multiple services in a mosaic fashion and further adapted to register each of said generated services; and

SOA realization unit adapted to implement reuse for smarter and faster quality deliverables of service by said system and further adapted to demonstrate a proof of value assessment of said services of said system.
Typically, said measurement unit comprises:
risk management unit adapted to assess risk parameters of said system; and
value management unit adapted to ensure customer satisfaction by continuous value measurement and further adapted to ensure new value proposition parameters.
Typically, said service oriented architecture governance (SOA) unit comprises:
decision-making unit creation means adapted to create decision-making structures across said system, said decision-making unit comprising:
- articulation means adapted to articulate business strategy, goal, and vision for the system of an enterprise in accordance with pre-defined rules;
- defining means adapted to define applications in relation pre-defined needs of said system of said enterprise;
- enterprise IT architecture creation means adapted to create enterprise IT architecture and SOA principles standing as over-arching rules to be conformed to;
SOA lifecycle governance solution unit establishment means adapted to establish a complete SOA lifecycle governance solution in order to develop and deploy service-based applications in relation to said system of said enterprise, said SOA lifecycle governance solution unit comprising:

- platform defining and mapping means adapted to define a business platform for said system and further adapted to provide a mapping between business oriented parameters and IT oriented parameters;
- governance processes defining means adapted to define, ensure , and enforce compliance and operational policies between units of said
system; and representation means adapted to register and represent each of said units' features and content model in said organization's registry in order to establish a robust and technological landscape.
Typically, said system includes a business process management unit adapted to manage SOA mosaic creation unit, said business process management unit further adapted to implement the processing logic for selection of services from the mosaic for specific requirements.
Typically, said system includes SOA security and management solution means adapted to provide security to said system, said SOA security and management solution means comprises:
message security means adapted to provide security to messages exchanged in said system;
application security means adapted to provide security to applications in said system;
identity and access management means adapted to provide identities and related access rights in accordance with registered rules of access in relation to each of said identity;
network security means adapted to provide security to network layer and transport layer of said system;

managed security means adapted to provide auditing and management of security in relation to defined protocol and further adapted to create a log of all activity in said system; and
security governance means adapted to provide security assurance that information security strategies are aligned with defined business objectives and are consistent with applicable laws and regulations.
BRIEF DESCRIPTION OF ACCOMPANYING DRAWINGS
The invention will now be described with the help of the accompanying drawings, in which:
Figure 1 illustrates a block diagram for the realization of a service oriented system for telecommunication operations; and
Figure 2 illustrates a service mosaic created by a Service Mosaic Creation Unit of the service oriented system for telecommunication operations.
DETAILED DESCRIPTION OF THE ACCOMPANYING DRAWINGS
The block diagrams and the description thereto are merely illustrative and only exemplify the system of the invention and in no way limit the scope thereof.
A Service Oriented Architecture (SOA) is essentially a collection of services. These services communicate with each other. These communications involve either simple data passing or co-ordination of two or more services to perform an activity. Some means for connecting the services is needed through which the services can interact with each other.

In accordance with a preferred embodiment of the present invention, there is provided a service oriented system for telecommunication operations which is process-driven, business-aligned and self optimizing that can support continuous business change and can respond rapidly to dynamic business environments with IT as the driver of innovation and business effectiveness which helps in improved productivity at low cost. The present invention is designed for change and the components of the present invention are developed iteratively. All the components are loosely coupled, message oriented, heterogeneous and provide business level software modularity.
According to one aspect of the present invention, the service oriented system for telecommunication operations supports convergent solutions on multiple platforms, can introduce new business models and products rapidly, has the power to open lucrative new markets and to generate substantial new revenues by facilitating interaction between the internal and external applications of the customers, is proactive to customer requirements and the business is driven by customer needs and technology.
According to another aspect of the present invention, the service oriented system for telecommunication operations is focused on services and accelerates service creation, delivery and monetization.
According to one more aspect of the present invention, the service oriented system for telecommunication operations can generate complex product mixtures with high quality at low resource consumption, can increase business agility and IT reuse and has the ability to leverage, yet modernize legacy assets.

Figure 1 illustrates a block diagram for the realization of a service oriented system for telecommunication operations represented generally by a reference numeral 100. The different components and their interactions in the block diagram are explained in detail as given below:
SOA (Service Oriented Architecture) Governance Unit 102: SOA Governance Unit 102 is the unit which ensures that the decision making structure of the organization is solid and there is compliance with the policies, standards and procedures under which an organization operates. The key functionalities of SOA Governance Unit 102 are described below:
• Creation of a decision-making structure across the organization from the executive suite to individual lines of business and departmental organizations including:
a) a steering committee adequately represented by the members of the c-suite along with the Line Of Business (LOB) owners and executives, which articulates the business strategy, goal, and vision for the enterprise;
b) a program team focusing on one or more (related) business needs and are responsible to come up with clear definitions of business applications those cater to a given enterprise business need; and
c) an SOA core team that creates enterprise IT architecture and SOA principles standing as over-arching rules which any application architecture needs to conform to. This team also prioritizes which application architecture needs to be created and ensures that the IT priorities are aligned with the business needs.

• Establishment of a complete SOA lifecycle governance solution that
supports the organization's efforts to develop and deploy service-based
applications by:
a) defining a business platform which provides a mapping between the business view of an organization's applications and processes and the IT view of how the business view is realized, allowing the business to be managed using language and information that is not technical, while still allowing IT operations to retain the detailed understanding of how the technology is performing and to manage it at that level; and
b) defining governance processes which ensure that the compliance and operational policies are enforced, and that the change occurs in a controlled fashion and with appropriate authority as envisioned by the business design.
• Representation of business concepts within a WebSphere Service Registry
and Repository (WSRR) and relating them to other artifacts in the
organization's registry. WSRR supports a number of features including an
open content model, customizable lifecycle management processes and
tight integration with other IBM WebSphere products. WSRR sets a clear
vision with IT and business teams and establishes a robust and scalable
technological landscape.
The general functions of SOA Governance Unit 102 can be summarized as defining E2E business processes, value measurement and business capabilities and application capabilities with respect to the services, creating services, adaptors and sensors, orchestrating the services, deploying the services and

monitoring/analyzing the KPIs, resources for services and the optimization of service mosaic.
The SOA Governance Unit 102 interacts with Strategy Unit 104, Implementation Unit 106 and Measurement Unit 108 of the system.
Strategy Unit 104: Strategy Unit 104 deals with SOA assessment and architecture planning. Strategy Unit 104 communicates with Enterprise SOA Assessment Unit 110 and SOA Planning Unit 112.
Enterprise SOA Assessment Unit 110: Enterprise SOA Assessment Unit 110 ensures service orientation need and does the assessment of the maturity of the system developed. It mainly focuses on the business value of the service orientation.
SOA Planning Unit 112: SOA Planning Unit 112 performs planning to generate a fit-for-purpose system. This planning decides which technology to be adopted and also decides the different standardization techniques.
Implementation Unit 106: Implementation Unit 106 deals with service discovery, service defining and cataloging, service mosaic creation and SOA platform realization. Implementation Unit 106 communicates with Service Discovery Unit 114, Service Definition and Cataloging Unit 116, Service Mosaic Creation Unit 118 and SOA Realization Unit 120.
Service Discovery Unit 114: Service Discovery Unit 114 takes care of top-down process decomposition and bottom-up application realization.

Service Definition and Cataloging Unit 116: Service Definition and Cataloging Unit 116 determines the service granularity and the interfaces needed. The syntax and semantics of the application realization are defined here. Cataloging creates a service domain catalogue containing service metadata.and Quality of Service (QoS) data.
Service Mosaic Creation Unit 118: Service Mosaic Creation Unit 118 generates a collection of multiple services in a mosaic fashion and registers each of those services. Figure 2 illustrates a service mosaic created by the unit. This unit maps business capabilities to business services, application services and common services. The mapping is approached in two ways as given below:
• Top Down approach implements functional decomposition of business processes. Using this approach, Enterprise Life Cycle (ELC) is mapped to process services and business services.
• Bottom Up approach implements modularization and encapsulation of infrastructure services and application services.
The service mosaic is managed by a Business Process Management (BPM) Unit (not shown in Figure 1) which implements the processing logic for the selection of services from the mosaic for specific business requirements. This helps in implementing plug and play business capabilities.
An example of a service mosaic is depicted in Table 1 given below:

Transactions Business Application Product/API Workflow steps
Services Services Services
New Sales 1. Customer 1. Create Customer 1. Create Customer 1. Capture Basic
Order . Registration 2. Credit Check 2. Create Contact Customer Details
3. Address Check 3. Create Account 2. Check for
4. Coverage Check 4. Create Deposit
5. Credit Check
6. Address Check blacklisted customer
3. Perform Credit
Validation
4. Retrieve
Deposit Required
5. Provide
Deposit
requirements
6. Capture
required proof
7. Perform
Address
verification

5. Register 1. Update Customer 1. Update CRM
Customer in Billing
2. Update Customer
in OM 2. Update Billing
3, Record as
prospect

2. Create 1. Create Sales 1. Capture Service 1. Capture service
Order Order Order
2. Order Feasibility
Check
3. Credit Check specific requirements
2. Feasibility
Check
3. Product
Selection
4. Calculate due
date
5. Communicate
due date to
customer
6. Submit order

3. Provision 1. Provision Service 1. Create Order 1. Network
& Activate Order Workflow Provisioning
Order 2. Service 2. Update Inventory 2. Co-ordinate
Activation 3. Create technical
service order
4. Service
Activation
5. Update Service
details
6. Complete Order WFM tasks
3. Distribute WF,
CPEs to customer
location
4. Service
Activation
5. Update
Network
Inventory
6. Update CRM
7. Update Service
Profile
8. Update Billing

4. Update 1. Update Order 1. Update Ticket 1. Update
Customer Status 2. Enquire Order Status Customer on
status

5. Create 1. Trouble Ticket 1. Create Trouble 1. Trouble ticket
Customer Complaint Ticket raised
Table 1
SOA Realization Unit 120: SOA Realization Unit 120 implements reuse for smarter and faster quality deliverables. It also demonstrates a proof of value assessment.
Measurement Unit 108: Measurement Unit 108 deals with value management and risk management. Measurement Unit 108 communicates with Risk Management Unit 122 and Value Management Unit 124.
Risk Management Unit 122: Risk Management Unit 122 deals with various aspects of a collaborative environment, collective ownership, stake holder alignment and the transformation governance.

Value Management Unit 124: Value Management Unit 124 ensures customer satisfaction by continuous value measurement and proposing new values. The Value Management Unit 124 measures the different parameters of business, technology and infrastructure as shown in Table 2 as given below and takes steps to optimize all these parameters to meet the expectations given in Table 3.

Aspiration Business Technology Infrastructure
Agility • % time reduction • % reduction in • % reduction in time to
(Responsiv in concept to development cycle implement or time to
eness) Market time configure an end-to-
• % contribution of • % reduction in end business process
New time to compose orchestration
product/service new service and • % reduction in time to
offering to create composite detect the exceptions
Business specific applications in a business process
direct (S) benefits • % reduction in • % reduction in time to
• % time reduction time to alter respond to service
in new partner on- service behaviour outages and apply
Boarding (contract corrective measures
to roll-out) • % reduction in time to
• % reduction in deploy new
Business process infrastructure or
cycle time replace existing
• % reduction in infrastructure without
time required to respond to business changes impact
Efficiency • % cycle time • % reduction in • % reduction in IT
(Cost Reduction development cost budget : infrastructure

(avg/peak) in • % reduction in cost against the
Reduction) business process change requests transaction volume
• % FTE reduction • $ contribution of • % reduction in IT
(avg/peak) in the waste control and budget : operational
end-to-end cost avoidance cost against the
business process • % reduction in transaction volume
• % reduction in ratio of new • % improvement in
failouts (process services built to availability of a service
and data existing services • % reduction in mean
exceptions) reused time to wait for a
• % increase in • % reduction in service
productivity for investment to • % reduction in idle
.

service/process achieve agility and time for an event
development adaptability completion
• % reduction in • % reduction in resource
number of utilization for service
services changed • reuse productivity index of services execution
Adaptabili _„—_
• % standardization * Average number • % reduction in change
ty and commonality of reusable impact analysis time

Achieved in services against • % reduction in change
(Resilience Business process total number of response time
to Change) across product services • % reduction in resource

Portfolio or. across • % reduction in spent on adding new
Business units resource spent on applications and
• % reduction in impacts to existing integrating them into
Resource spent on services on change the infrastructure
Impacted of a service
services/processes • % reduction in
due to resource spent in
creation/modificat new developments
ion/integration of and integrating it
services/processes to existing
• % reduction in resource spent to manage disturbance services
Experience • % improvement in • % reduction in • % reduction in time to
customer channel deploy/integrate new
satisfaction inconsistencies channel with existing
• % reduction in • % reduction in infrastructure with
Response time to access to minimal impact
resolve/respond to inaccurate and old • % reduction in order
customer data fallouts/service
complaints/queries execution issues due to
capacity constraints

Aspiration Business Technology Infrastructure
Agility • Faster adoption of • Service orchestration to • Service virtualization
(Responsive new business compose business • Infrastructure
ness) Models and changes processes virtualization
to business • Service transparency • Ability to configure
• Optimize cycle time • QoS policy definition run time usage
capacity of services
Efficiency • Ability to achieve • Ability to create • Ability to leverage
(Cost agility and composite services out existing

adaptability with of existing repository or application/infrastruc
Reduction) optimal resource a mixture of existing ture
Management and new services • Service and
• Ability to define • Model based infrastructure
and measure KPIs development - ability monitoring and
for a process for business users to analysis
• Ability to reduce play a significant role in
Changes as opposed software development
to minimizing the • Ability to reuse existing
impact of changes services/processes
Adaptabilit • Ability to • Standards driven • Enterprise wide
\T create/modify/integr flexible architecture standards based
y Ate • Service catalogue for common middleware
(Resilience service s/processes discovery and reuse infrastructure
to Change) with minimal • QoS policy definitions • Ability to scale

Impact • Service traceability and
impact analysis
Experience • Ability to provide • Consistent 4P- • Proactive capacity
Uniform customer experience- product, management
Experience procurement, problem,
• Optimize cycle time payment
to respond and • Proactive trouble
resolve customer deduction and
complaints/queries resolution
Table 3
An example of value measurements for a new sales order is shown in Table 4 as given below:

• New Sales Order
Transact ions Process Service Agility Efficiency Adaptability Import ance Priori ty
Business KPIs Customer registration Time to introduce
new customer segments 1. Mean time to capture customer 2. Cost of Customer creation % commonality achieved Low Low

Create Order Time to introduce
new products 1. Time to
capture Order
2. % Success
rates Flexibility to configure products High Medium

Provision &
Activate
Order Time to activate
new products 1. Time to
provision order
2. % success rate % commonality achieved High High

Update Customer Low Low

Create Customer Complaint Time to
resolve a complaint Time to take a complaint % commonality achieved Low Low
Applicati on KPIs Customer registration 1. Time to
register
customer
2.%
reduction
in time to
develop 1. % reduction in
cost to develop
2. No. of
registrations per
hour % reuse

Create Order

Provision &
Activate
Order

Update Customer

Create Customer Complaint

Common
Services
KPIs Customer registration Time to implement % increase in number of
transactions supported % reduction in time to analyze

Create Order

Provision &
Activate
Order

Update
Customer

Create Customer Complaint

Table 4

The data security during different interactions between different units of the system is ensured by an SOA security and management solution (not shown in the Figure 1). The SOA security and management solution provides security in six key realms:
• Message Security - Message security deals with providing confidentiality and integrity to the messages exchanged between a web service client and a web service and exchanging security credentials between the web service client and the web service.
• Application Security - Application security deals with security of the whole application. This ensures the security of the SOA infrastructure, coding standards and the data in store and transit.
• Identity and Access Management - As SOA environments are typically highly decentralized in nature, identity management becomes a significant challenge for web services. Identities can be stored in different types of directories including proprietary username/password repositories, Lightweight Directory Access Protocol (LDAP) directories, active directories and X.509 certificate stores. Another challenge is that SOA results in additional requests to different applications at a time. An SOA-ready service may be composed of many service operations from different services that have their own identity. As part of a single transaction, different services communicate with each other whether in parallel or in serial. Being able to be authenticated and be authorized across all of these services seamlessly improves the user experience as well as performance, thereby driving the need for a federated identity solution for SOA environments. A federated environment is used when the services are used

by external internet applications. These service calls are needed to be configured to accept the security credentials from any system. Security Assertion Markup Language (SAML) is a universally known platform for the exchange of security credentials.
• Network Security - Network Security includes security at the network layer and transport layer.
• Managed Security - Managed security is a concept which helps to minimize different risks. This ensures that auditing and constant monitoring are carried out to make sure that the data is not compromised. Transactions are always logged and monitored.
• Security Governance - Security governance is the system established to provide assurance that information security strategies are aligned with business objectives and consistent with applicable laws and regulations.
The implementation approach of the SOA security and management solution includes Centralized authentication, authorization and auditing, SOAP message monitoring, SAML and federated authentication, Centralized auditing and reporting, XML encryption and Digital signatures.
An example of a service contract generally implemented for an SOA system is given in Table 5 as shown below:

Service
Service
Name Type Actions Inputs Constraints Output
1. Capture Basic
Customer details
2. Check for blacklisted
customer
3. Perform Credit
Validation
4. Retrieve Deposit
Required
5. Provide Deposit
requirements
6. Capture required
proof
7. Perform Address
verification Customer
8. Capture Billing Customer 1. Credit created and
Account details Address, Check Passed registered in
Customer 9. Perform coverage contact, 2. Address master and all
Registration Business check Account Check Passed other systems
1. Capture Service
specific requirements
2. Feasibility Check
3. Product Selection Product Specificati
4. Calculate due date ons, 1. Feasibility Order created
. 5. Communicate due offers, check passed & submitted
Create date to Customer service 2. Credit for
Order Business 6. Submit order address check passed provisioning
1. Network Provisioning
2. Co-ordinate WFM
tasks
3. Distribute WF, CPEs
to customer location
4. Service Activation
5. Update Network Service
Inventory details, Service
6. Update CRM service activated and
Provision & 7. Update Service address, customer
Activate Profile equipment details
Order Business 8. Update Billing details updated
Table 5

TECHNICAL ADVANCEMENTS
The technical advancements offered by the present invention include the realization of a service oriented system for telecommunication operations which:
• is process-driven, business-aligned and self-optimizing;
• supports continuous business change and responds rapidly to dynamic business environments with IT as the driver of innovation and business effectiveness;
• has the ability to leverage, yet modernize legacy assets;
• reduces IT costs and response time;
• improves the value on IT spend and also, the productivity;
• is designed for change and can be developed iteratively;
• is loosely coupled, message oriented and heterogeneous;
• supports convergent solutions on multiple platforms;
• can introduce new business models and products rapidly;
• has high quality at low resource consumption;
• is focused on service;
• is proactive to customer requirements and the business is driven by customer needs and technology thereby enhancing customer satisfaction and experience;
• can generate complex product mixtures;
• increases business agility and IT reuse;
• accelerates service creation, delivery and monetization;
• has the power to open lucrative new markets and to generate substantial new revenues by facilitating interaction between the internal and external applications of the customers; and

• provides business-level software modularity. While considerable emphasis has been placed herein on the particular features of this invention, it will be appreciated that various modifications can be made, and that many changes can be made in the preferred embodiment without departing from the principles of the invention. These and other modifications in the nature of the invention or the preferred embodiments will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.

We Claim:
1. A service oriented system for telecommunication operations, said system
comprising:
- service oriented architecture governance (SOA) unit adapted to govern decision making units of said telecommunication operations in accordance with pre-defined policies, standards, and procedures, said decision making units comprising;
- strategy unit adapted to assess and provide a strategic planning of
architecture for said system,
- implementation unit adapted to implement said assessed and strategically
planned architecture for said system; and
- measurement unit adapted to measure pre-defined parameters of said
implemented architecture for said system.
2. A system as claimed in claim 1 wherein, said strategy unit comprising:
enterprise SOA assessment unit adapted to assess maturity of said system in accordance with pre-defined rules and further adapted to ensure service orientation in said system; and
SOA planning unit adapted to perform planning to generate a purpose fitted system by deciding technology to be adopted and also by deciding the standardization technique to be adopted.
3. A system as claimed in claim 1 wherein, said implementation unit comprising:

SOA discovery unit adapted to implement top-down process decomposition and further adapted to implement bottom-up application realization;
SOA definition and cataloging unit adapted to define service granularity and interfaces needed for said system and further adapted to create a service domain catalogue containing service metadata and Quality of Service data;
SOA mosaic creation unit adapted to generate a collection multiple services in a mosaic fashion and further adapted to register each of said generated services; and
SOA realization unit adapted to implement reuse for smarter and faster quality deliverables of service by said system and further adapted to demonstrate a proof of value assessment of said services of said system.
4. A system as claimed in claim 1 wherein, said measurement unit comprising:
risk management unit adapted to assess risk parameters of said system; and
value management unit adapted to ensure customer satisfaction by continuous value measurement and further adapted to ensure new value proposition parameters.
5. A system as claimed in claim 1 wherein, said service oriented architecture
governance (SOA) unit comprising:
decision-making unit creation means adapted to create decision-making structures across said system, said decision-making unit comprising: - articulation means adapted to articulate business strategy, goal, and vision for the system of an enterprise in accordance with pre-defined rules;

- defining means adapted to define applications in relation pre-defined needs of said system of said enterprise;
- enterprise IT architecture creation means adapted to create enterprise IT architecture and SOA principles standing as over-arching rules to be conformed to;
SOA lifecycle governance solution unit establishment means adapted to establish a complete SOA lifecycle governance solution in order to develop and deploy service-based applications in relation to said system of said enterprise, said SOA lifecycle governance solution unit comprising:
- platform defining and mapping means adapted to define a business platform for said system and further adapted to provide a mapping between business oriented parameters and IT oriented parameters;
- governance processes defining means adapted to define, ensure , and enforce compliance and operational policies between units of said system; and representation means adapted to register and represent each of said units' features and content model in said organization's registry in order to establish a robust and technological landscape.
6. A system as claimed in claim 3 wherein, said system includes a business process management unit adapted to manage SOA mosaic creation unit, said business process management unit further adapted to implement the processing logic for selection of services from the mosaic for specific requirements.

7. A system as claimed in claim 1 wherein, said system includes SOA security and management solution means adapted to provide security to said system, said SOA security and management solution means comprising:
message security means adapted to provide security to messages exchanged in said system;
application security means adapted to provide security to applications in said system;
identity and access management means adapted to provide identities and related access rights in accordance with registered rules of access in relation to each of said identity;
network security means adapted to provide security to network layer and transport layer of said system;
managed security means adapted to provide auditing and management of security in relation to defined protocol and further adapted to create a log of all activity in said system; and
security governance means adapted to provide security assurance that information security strategies are aligned with defined business objectives and are consistent with applicable laws and regulations.