Wireless & Mobility
Chair
:
Colin Orviss
Patni Computer Systems,
SVP - Patni Telecoms Consulting
Colin Orviss has >35 years’ experience in the Communications arena, working for two European Operators and a major US telecoms corporation. He has worked for Operators in over 30 countries advising on IS re-systemisation and strategic business transformation. Currently, Colin runs the Strategic Consulting practice of Patni Computer Systems.
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OPS11
Tuesday, November 6
2:00 PM
- 3:30 PM
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WiMax
|   Broadband Content Roadmap in the WiMax World
Larry Kivett, Senior Manager, Deloitte Consulting LLP, will moderate this panel that covers a Broadband Content Roadmap in the WiMax World, including how broadband content mobility will evolve in the WiMAX world, how it will affect key content/entertainment players, where the real consumption of content over WiMAX will occur, and when the pricing issues around wireless data content will be resolved in order for it to be feasible for the everyday consumer.
Brad Cornett is responsible for Operations and Business Software (OBS) sales and business development activities for Nokia Siemens Networks in North America. He was previously a VP and Telephia as well as a Strategy Consultant in mobile telecoms for PwC Consulting.
Larry Kivett is a senior manager in the Deloitte Financial Advisory Services Forensic & Dispute Services practice. He has more than 12 years of financial and consulting experience leading technology and communications companies as well as extensive experience leading a variety of forensic investigations, strategic consulting, compliance assessment, and financial audit projects.
In his tenure at Navini Networks Karthik Rangarajan is responsible for Product Management for all software and network interfaces for the Ripwave MX™ product portfolio. Before joining Navini, Mr. Rangarajan was in product management at Nortel Networks managing several programs and products in the Wireless Networks division in areas of 3G, CDMA and GSM cellular networks.
Making a National WiMAX Network a Reality
WiMAX is poised to revolutionize the wireless telephony industry. Pipex, a UK-based communications service provider, is using software from Axiom Systems for the provisioning of the country’s largest WiMAX network. This joint presentation by Pipex Wireless and Axiom Systems will explore the requirements of deploying this next generation of wireless technology, the finer points of making WiMAX work and the potential it holds to transform the communications industry.
Tim Flinders is head of systems architecture Freedom4, formerly named Pipex Wireless. Tim is responsible for delivery, selection and maintenance of all BSS, OSS and MIS systems as Freedom4 readies the UK’s largest WiMAX network. Tim has held similar positions at Pipex Group, Nildram Ltd., AccentUK Ltd., Trinite Ltd., and Recal Acoustics.
Brian Naughton is VP of architecture and strategy at Axiom Systems, Ltd. Brian has worked in similar roles at service providers Cable & Wireless and BT, and software providers Sun Microsystems, BEA Systems and Intel. Brian began his career as a software engineer within Nortel’s GSM development group.
Wifi/WiMax via Earthlink
EarthLink’s Municipal Networks needed an IP transaction management, mediation and rating solution that could scale and adapt with its evolving wholesale business demands, while leveraging existing business systems. They turned to Primal Solutions for their IP Correlytics platform, which provides billing support for 30 percent of the U.S. residential VoIP market. This presentation will cover the challenges, steps and measurable results of managing, streamlining and improving the billing process using the IP Correlytics platform.
Mark DiCamillo is Primal Solutions’ VP of Marketing and Product Management. With more than 18 years of consumer product and commercial marketing experience, he has worked with Fortune 500 companies including Phillips Electronics and Mattel Toys. Mark holds a BSME degree from Purdue University, and a MBA from Pepperdine University.
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Tuesday, November 6
3:30 PM
- 4:00 PM
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Coffee Break
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OPS13
Tuesday, November 6
4:00 PM
- 5:30 PM
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Transitions to 3G
| Transition to 3G in the Americas: EDGE/UMTS/HSPA Leads the Way in Mobile Broadband
UMTS/HSPA accounts for the majority of mobile wireless broadband networks and 3G subscribers today as well as for the next five to ten years. Discover the reasons: 1) for the global footprint of 2.6 billion customers on GSM networks; 2) why the HSPA to HSPA+ and LTE migration strategy will be the most compelling choice for most operators around the world and in North America and Latin America; 3) how these technologies are delivering high speed wireless data services and applications to customers today. This session will look at the revenue drivers for the 2G to 3G transition to increase ARPU levels, and if there are considerations for 3G applications for enterprise and consumer markets.
Erasmo Rojas is the Director of Latin America and the Caribbean for 3G Americas and is responsible for providing information to mobile operators, manufacturers, regulators, telecommunications organizations and the media regarding the GSM family of technologies in Latin America and the Caribbean. He informs these key audiences on the industry’s latest developments to facilitate the successful development of GSM and next-generation mobile services.
The Delivery of Rich Media Content to Mobile Consumers
The delivery of rich media such as movies, TV, games and composite services offers enormous opportunities for Service Providers to significantly improve ARPU, customer retention and brand. However, successful execution of this business model requires a new set of business processes, business partners, customer care handling, business metrics and technology. This session identifies the critical success factors of content delivery including: market segmentation; the scalability and IT resources; digital rights management; the service delivery framework and new customer care and insight models.
Randy Mueller is a Vice President in the EDS Global Communications, Media & Entertainment Industry group. He is responsible for serving U.S. Tier II communications service providers. Mueller’s focus is on providing business case driven transformation models, as well as developing industry solutions for next- generation products such as Mobile Marketing, IPTV, Mobile Device Management and Service Delivery Platforms.
Timothy Samler is an industry solutions executive for the EDS Global Communications, Media & Entertainment Industry group. He is responsible for crafting global solutions from “concept-to-offer.” Samler leads the development and launch of the Revenue-Generation Engine, the EDS Service Delivery Platform for next generation services such as IPTV. Samler has over 20 years leadership experience in IT and communications.
Rising Above 3G Management Challenges at Partner Communication Israel
Challenged by the pursuit for new services and faced with wireless evolving technologies, Partner's wireless network is constantly expanding and becoming more complex than ever. A flexible manager-of-managers OSS service assurance solution was needed to reduce integration time of new services and transparently converge 2G, 3G & 3.5G technologies. This presentation shares Partner's proven experience in this area and focuses on tools and procedures that helped meeting the management challenges.
Eli Davidovits holds a B.A in computer Science and Master of Business Administration (MBA).
Eli has 8 years of experience in OSS R&D, he took part in development and deployment of modules supporting the fulfillment and assurance processes.
In the past 4 years Eli has been responsible for the design of the suite of OSS systems that provides Partner communications operational support solution.
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Operations
Chair
:
Mark Nicholson
Subex,
CTO
Mark Nicholson is CTO of Subex Azure where he is responsible for the company's long-term technology strategy and for driving the definition, direction and development of the Subex Azure software suite. Mark has over 27 years of experience. Previously, Mark was CTO and Senior VP of product development at Syndesis.
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OPS21
Wednesday, November 7
9:00 AM
- 10:30 AM
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Back Office Solutions
| BT Onevoice – a Modular Roadmap towards Convergence
Today’s organizations are facing a large number of challenges in their route towards
deployment of converged services. Their business environment has to remain
operational, whilst the investment in these services has to provide a return on that investment, either through costs reduction, value add or business improvement. With the award winning BT Onevoice proposition, BT is presenting a fully flexible roadmap for converging a customer’s voice estate, and help them to become “Unified Comms Ready”.
The presentation will cover BT’s view of the market, an overview of the BT Onevoice proposition and core elements, combined with references to customer implementations.
Rik is globally responsible within the BT Global Services organisation for the marketing
strategy for BT Onevoice, one the core propositions in BT and key part of BT’s Unified Communications and Collaboration environment. He has a wide background in Telecommunications and IT services and has 15+ years experience in organisations as Philips, Ericsson, Digital Equipment, Global Crossing and BT. Rik has been involved in development of IT application services, groupware services, fixed mobile integration, voice/data convergence and partnerships. He fulfilled a number of different roles ranging from service to sales and business development. Rik is based in the Netherlands and has recently graduated from UC London as MSc in Telecommuncations Business
A Convergence Model for Change Management in Telecommunications Companies
The technological convergence is changing the business rules in the telecoms sector, greatly impacting the (established) service providers. Change Management is one of the key processes for organizations because it is responsible for providing adequate control over the company’s infrastructure and, consequently, the services provided. This article will present a convergence model of process management for operational changes in the telecom and technology environments, a vision of process changes in eTOM and the mapping of the ITIL.
Electrical Engineer Master with more than 15 years in Telecomunications service assurance. Responsable for OSS evalution in Brasil Telecom 2006 - 2008. Main Projetct: Number Portability, Work Force Management, Trouble Managment, ITIL process, Fault Management
Making the N-Play Power Play: How Application- and Content-Based Services are Transforming the Back Office
New application- and content-based services, such as IPTV, VoIP, gaming and hosted applications, are vital factors in improving revenue margins. This new wave of service-offerings combines traditional connectivity with multiple types of applications that deliver rich content to subscribers. This session will outline back-office challenges and emerging OSS strategies for successful “N-Play” content-based services, better ways to orchestrate management of content, connectivity and devices to match network capacity with actual demand.
Ed Jung’s current responsibilities at TELUS include strategy and architecture for Consumer Broadband, TELUS TV, and Next Generation Service Activation and Service Management programs. His primary experience is in OSS Service Assurance, Fulfillment, Activation, and Device Configuration systems. He holds a B.Sc. in Electrical Engineering from the University of Alberta, Canada.
Stephen Cooper has more than 15 years of experience in the telecommunications industry in the areas of order management, service provisioning, inventory management and test and verification. He has held leadership positions in product line management, product marketing, and product development. Stephen has a BASc in Electrical Engineering from the University of Waterloo, Ontario.
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Wednesday, November 7
10:30 AM
- 11:00 AM
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Coffee Break
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OPS23
Wednesday, November 7
11:00 AM
- 12:30 PM
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Front Office Solutions
| Successfully Aligning Operations and IT to Deliver Converged Services and Infrastructure: the Sprint Story
Sprint is one of the few innovative operators that has successfully delivered a range of converged services using its fixed and mobile infrastructure. One important ingredient of its success has been the optimum alignment between IT and Operations. This session will present the key findings from their successful approach to implementing OSS for converged services and networks from Sprint's real life experience - the challenge, frustration, success and benefits. They will highlight the challenges and success of aligning IT and Operations, suggested approaches and best practices.
David Harris is responsible for the system development and support efforts of Sprint’s Network Resource Management Programs and Enterprise Field Engineering Operation Systems. He has enterprise system responsibility for NRM, Asset Tracking, Site Development, and RF Engineering. David has been with SPRINT for 2 years since the merger of SPRINT NEXTEL. Prior to that he was with NEXTEL for 7 years, where he was involved in Customer Life Cycle, WLNP, and Sales Initiatives.
Oi a Brazilian Converged Service Provider, Telcordia and Accenture: Transforming & Implementing a New Data Service Fulfillment Process
Oi Telemar is one of the most successful, innovative and largest fixed-line and mobile converged competitive operators in Latim America. Its INTEGRA project aims to deliver an end-to-end service fulfillment solution to help enable mission-critical enterprise data services. The solution is part of Telemar's ambitious, multi-organizational project for transforming its order management and provisioning processes. This presentation will explain how Oi is deploying a complete service fulfillment solution to reduce time-to-market for new services, providing service solution consistency and reduce OPEX.
Paulo is member of the Systems Integration group in Accenture. He leads the Industry and Functional Solutions for Communications practice in Latin América. Paulo has 10 years experience in telecommunications industry and his focus now is in the operational support systems. Paulo holds a Engineer degree from UFRJ (Federal University of Rio de Janeiro).
Sr. Manager of Telemar Norte Leste S/A. She has more than 10 year of experience in management of large Telecom companies in Brazil.
Ricardo is an Account Director at Telcordia Technologies for Latin America Region. He held several engineering and management positions in the telecommunications industry with emphasis in the South America Region. He has been involved in various international standard activities, including TM Forum. Currently, he is Vice Chairman of the TM Forum Latin America Advisory Board. Ricardo graduated in Electrical Engineering and Business Administration with specialization in Computer Sciences and MBA in Information Technology and Business.
Delivering High-Quality IP Services
Service providers around the world are investing billions in new IP infrastructure in order to efficiently deliver next generation services and meet customer demand for high quality. Service providers can meet the challenge of real-time services by optimizing overall network performance, providing visibility and measurability of service quality, and enabling customer control over services. Increasing the utilization of network infrastructure by dynamically optimizing network traffic can reduce capital and operational expenditures while increasing quality of service for end customers.
Dr. Ed Pinnes is the Chief Technical Officer at Elanti Systems. He is responsible for the technical direction of Elanti’s offerings in Service Management and IP optimization. Ed was previously at Telcordia, where he led the Service Assurance OSS business. He is an Advisor to the TM Forum Board.
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Wednesday, November 7
12:30 PM
- 2:00 PM
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Lunch
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Service Management
Chair
:
Alfred Aparte
Objective Systems Integrators,
Sales/MKTG - partner
For Objective Systems Integrators, Mr. Sen Gupta holds the position of Director, Technology.
Mr. Sen Gupta has over 11 years of experience at telecommunications product companies. He has held a variety of leadership positions in Product Management and Research & Development in the US and Asia, with a focus in Indian markets.
Ananda has held the position of chair of the Interoperability Committee and has been Vice Chairman, International Development on the board of directors at the IP/MPLS Forum - an industry association facilitating implementation and deployment of IP/MPLS, ATM and Frame Relay technologies.
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OPS31
Wednesday, November 7
2:00 PM
- 3:30 PM
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Service Level Agreements
| SLA Management in Next Generation Networks: DMTF and TM Forum Join Forces to Address the Challenge
The joint work of TM Forum and Distributed Management Task Force, Inc. (DMTF) enables Service Assurance and SLA monitoring to be performed transparently across transport (MTOSI) and enterprise (CIM) resources in the context of Next Generation Networks (NGN). The presentation describes the use of NGOSS contracts for cross-domain service provisioning and activation. Work by TM Forum mTOP and SLA Management Teams, DMTF Telco Workgroup and the joint DMTF/TM Forum Harmonization group enables seamless SLA management across enterprise and telecommunication domains.
Zhdankin is responsible for the architecture definition of next-generation network and enterprise management systems. As Co-Chair of the DMTF Telco Workgroup, he also serves as the official DMTF representative in the ITU-T Next Generation Network Management Focus Group. He drives many joint harmonization activities between DMTF and TMF.
Enabling “Guaranteed Internet”: a New Networking Paradigm
Flawless delivery of resource-intensive and delay-sensitive services such as IPTV requires deterministic performance and coordination of a complex ecosystem of middleware and network components. Ensuring QoS, performance, scalability, and reliability across such a diverse architecture is essential to delivering differentiated customized services, maximizing user experience and increasing revenues. Network resources must be able to dynamically respond to the demands of applications and services, and coordination of this process must occur across the network. This session will discuss the architecture and set of solutions to support a Guaranteed Internet to flawlessly deliver high-bandwidth services such as VoD and IPTV.
Alan Black is responsible for Intelliden's worldwide strategic direction and market share growth. Alan is a highly accomplished international business executive with over 20 years of successful experience in building and managing large global technology companies. He was most recently managing director of Openwave Systems Inc.'s European, Middle Eastern and African operations. Previously, he served as Openwave Systems Inc.'s senior vice president and chief financial officer during the company's Initial and Secondary Public Offerings and completed financing transactions exceeding $1 billion. He also has extensive business development experience working with business partners, customers, and investors in the U.S., Europe and Asia. Alan graduated from McGill University with a bachelor of commerce degree. He also has a graduate diploma from McGill University and is a member of the Canadian Institute of Chartered Accountants and the American Institute of Certified Public Accountants.
Meeting the Challenges of SLA Management: Building, Proving & Matching Service Level Agreements at Mobilkom Austria Group
Mobilkom Austria Group (MAG), the leading mobile service provider in Central and Eastern Europe, connects over ten million customers in seven countries. To identify what constitutes customer quality and to improve the quality of services, MAG leveraged both eTOM and ITIL to implement a service level management (SLM) program. Attendees will learn how MAG implemented the SLM process, identified KPIs and KQIs, implemented tools to support this process and actively monitored performance against these metrics.
I’m responsible for Service Quality Assurance topics at Si.mobil company as a part of mobilkom austria group. I worked for mobilkom austria group services (mags) between 2004 and 2007, when mags Group Technology was established to coordinate group related topics. My career in the Operations and Quality area started when I joined wireline operator. The setup of the Operation & Maintenance centre was one of my responsibilities. In 1998 the second mobile in Slovenia, Si.mobil, was established and I took the opportunity to continue my career as O&M manager. Besides establishing the O&M centre as SPoC within the operator, my focus was directed at the setup of the related processes including service oriented monitoring.
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Wednesday, November 7
3:30 PM
- 4:00 PM
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Coffee Break
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OPS33
Wednesday, November 7
4:00 PM
- 5:30 PM
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Customer Experience
| Managing Customer Experienced/Perceived Quality of Service
CSP have metrics about network and service performance and market research data how customer actually perceive it. Most often it is very difficult to correlate the subjective statements with the objective data from the network elements or classical end-to-end QoS measurement. Therefore, different approaches will be recommended to close this gap. This enables a vendor to improve continuously technology, products and processes from a customer point of view. In this session 3 different customer feedback technologies are explained, in addition to how to bring this information into agreement with a vendor’s SQM and SLA-Management.
Since 1975 Mr. Siebert has been working in the telecommunication industry. Mr. Siebert has worked in various management positions as there are, network management centers of fixed and mobile networks, engineering of network management systems (OSS), product marketing of GSM products and services, customer care operations (CRM included), Quality Assurance, Security- and Processmanagement, Standards and Environment.
At present Director for Regional Network & Operations branch West (Planning, Deployment and Operation).
1998 - 2009 member of the TMF board of directors.
Since 2009 member pf the TMF Executive Committee.
Since 2007 Chairman of the TMF Technical Committee.
A Sustainable ROI-Based Metric Driven Model for Managing Customer Experience
The convergence of telecom and media worlds presents a challenge for service providers to manage customer experience and relate it to operational parameters. The presented framework uses eTOM, TAM and benchmarking to showcase a “cause-effect” model that was developed to identify levers and KPIs that impact customer experience.
The presentation describes how this cause-effect model could be used to build business case and justify ROI for customer experience improvement projects. The presentation shares the best practices and a case study.
Nitin Bhandari is Principal Consultant at Wipro Technologies and heads their Telecom consulting activities for Europe and North America. He has led the strategy and consulting activities at several Communication Service Providers. He specializes in Service Management, Lean Transformation, Service Provider Maturity Modelling and Customer Experience Management paradigms. He has been an active member of TMForum’s Speaker Bureau and has been a speaker at TMForum events as well as other regional and global events.
Delivering the Value of CEM to Key Stakeholders
The technical challenge of building CEM architecture to deliver Customer Experience metrics for every subscriber was key to delivering the first generation of CEM systems. However, delivering the value of these metrics to the desktops of key stakeholders to enable business change represents the next set of challenges for CEM. The speaker will provide insight into how CEM systems can focus on all areas of the business to deliver superior customer experience within communications networks and, by delivering this value into a cross functional team, show how significant business value can be derived.
James Doyle is VP of Marketing & Product Management for Dublin-based telecommunication software company Arantech. He has twenty years of experience within the mobile sector. He spent his early career with Nortel and Olivetti, before he joined Irish start-up, Aldiscon. He then became CEO of wireless messaging solutions provider AerSoft.
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Managing Data & Process
Chair
:
Seth Nesbitt
Amdocs Management Limited,
VP, Product and Solutions Marketing
Seth Nesbitt, Telemanagement Forum advisory director and VP, Product and Solutions Marketing at Amdocs. Seth leads a global team of marketing professionals focused on bringing comprehensive packaged customer experience solutions to market based on Amdocs’ products, services and business knowledge. Previous to Amdocs, he worked for Nortel Networks and others.
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OPS41
Thursday, November 8
9:00 AM
- 10:30 AM
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Managing Data & Process Part 1
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Seth is responsible for all go-to-market strategy supporting Amdocs’ service management and OSS products and solutions. Previous to Amdocs, he worked for Nortel Networks and a variety of software vendors focusing on hosted and outsourced CRM and ordering solutions. In May 2004, he founded the UK Product Marketing Forum in order to encourage the sharing of product marketing and product management best practices in the UK. He also sits on the CMO Council’s European Advisory Board. In November 2005, he graduated from Oxford University’s Executive MBA program, where he wrote his thesis on product marketing and product management in the software industry. Seth lives in London.
Leveraging BPM for Competitive Advantage
The leveraging of Business Process Management based solutions against core operations can give a service provider a distinct competitive advantage. It can be an effective and adaptable orchestrator of regularly changing carrier operations as well as a powerful services extension to customers to bind long term relationships. Discuss how to impact your customer operation, network operations, executive visibility and control, and transition to a customer centric, self service model using BPM.
With over 16 years experience in telecommunications and Information Technology, Sanjay Kumar is responsible for Savvion’s Telecommunications Business Practice covering client engagement and solutions delivery for the telecommunications industry sector. He has a B.A.Sc. in Electrical Engineering from the University of Toronto.
Rationalization of Fragmented Business Intelligence through an Optimized Information Supply Chain
A common problem across many organizations is the lack of a centralized, governed enterprise analytics environment. These problems often instantiate through rapid growth, typically through acquisitions or from programs that are driven by organizational silos, resulting in a fragmented, redundant business intelligence environment. BusinessEdge Solutions, the Information Management consulting division of EMC, will demonstrate through our practical experience, how to take a business process centric approach to Information Management. The outcome of this approach is the implementation of a foundational structure that effectively provides global, enterprise wide business insight and analytics into key programs such as Lead to Cash, Trouble to Resolve and Voice of the Customer.
Christopher Blotto is the CDI Solutions Partner at BusinessEdge Solutions Inc. Mr. Blotto works with many Fortune 1000 clients to understand their challenges, define their information management strategy, and to implement customer centric processes, methodologies, and technology solutions that enable enterprise wide insight and alignment.
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Thursday, November 8
10:30 AM
- 11:00 AM
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Coffee Break
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OPS43
Thursday, November 8
11:00 AM
- 12:30 PM
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Managing Data & Process Part 2
| IT & Operational Synergies to Improve Data Quality
Data Inconsistency has been a long standing issue for Telco’s resulting in higher Network and Operational expenses. Data integrity assumes significant importance with the current trend of Telco Consolidation. This session will provide an overview of the Data Cleansing (Automated and Manual) framework that improved data integrity across the Order to Bill Cycle along with specific instances of how IT and operational synergies helped improve operations efficiencies and reduce costs.
Mr. Howson is the Senior Vice President of Access Management and Operations for Level 3 Communications. Mr. Howson joined Level 3 in 1998 and has over 13 years experience in Telecommunications spanning across four continents - North America, Europe, Asia and Australia. Mr. Howson is currently based in Broomfield, Colorado.
Mr. Ajwani is the Director of Business Intelligence and Financial Systems in IT with responsibility for People, Operations, Strategy and Execution of Projects as they relate to the systems and technologies in these areas. He joined the company in May 2000 and has had various roles in IT Management during his tenure at Level 3 Communications.
Implementing A Data Retention Solution To Meet New Regulations
With new data retention regulations are being enacted across the world as a result of concerns about terrorism, service providers are needing to implement solutions fast and cost effectively. This presentation examines the huge technical challenges posed by the need to meet these new legal requirements, including the accurate collection of records from multiple sources, and the efficient storage and retrieval of the huge volume of data involved.
Simo is the current owner of Comptel's OSS Solution Portfolio and he has worked in OSS industry both in Nokia and Comptel since 1999. Simo has held a number of technical positions in customer services and product & solution management in ares of service fulfilment, billing mediation, service assurance and data retention.
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Thursday, November 8
12:30 PM
- 2:00 PM
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Lunch
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