# Wholesale Broadband as a Service - Phase III Fault Resolved. Automatically. Intelligently. End to End. The Wholesale Broadband as a Service initiative is completing the wholesale broadband lifecycle by addressing its final and most complex domain: Service Assurance. Using Agentic AI, TM Forum Open APIs and ODA principles, this Catalyst enables customer-centric fault management across Service Providers and Network Providers boundaries, automating diagnosis, collaboration and resolution. The result is faster restoration, reduced operational effort and an improved customer experience through a scalable, standards-based assurance model. This catalyst addresses a real-world industry challenge impacting both Broadband Service and Network Providers across the globe. The promise of broadband starts but doesn't end at activation. The industry has come a long way. Ordering is standardised. Provisioning is automated. But when a customer picks up the phone and says “my broadband is down” the cracks appear. The wholesale broadband industry has successfully standardized how services are ordered and provisioned, but service assurance remains fragmented across hundreds of Service Provider and Network Provider relationships worldwide. Today, fault resolution depends on partner-specific integrations, manual triage and handoff processes, limited cross-domain visibility, and inconsistent adoption of standards. Neither side has real-time visibility into what the other is doing. SLAs are missed and customers are left waiting. The root cause is not a lack of effort, it is a lack of standards, automation, and intelligence at the boundary between Service Providers and Network Providers. Phase III of the Wholesale Broadband Catalyst is here to change that. # Building on what works Phase III does not start from scratch. It completes the Wholesale Broadband journey with the service assurance layer establishing an end-to-end blueprint: * Phase I (2024) delivered a common wholesale broadband product model and standardised product ordering. * Phase II (2025) automated the end-to-end order-to-provisioning journey based on a specialised TM Forum Open API suite. * Phase III (2026) addresses the final, critical stage of the wholesale broadband lifecycle: service assurance - introducing standardisation and automation to fault management. Service assurance is where the customer experience is ultimately won or lost. A broadband service that is ordered smoothly and provisioned quickly still fails the customer if a fault takes days to resolve. # The challenges we are solving The industry faces following interconnected challenges in wholesale broadband assurance that this Catalyst directly addresses: 1. No standard for cross-partner fault management. Service Providers and Network Providers rely on bespoke, point-to-point integrations to exchange trouble ticket information. Consequence is inconsistent processes, duplicated effort, and fragile dependencies that break under pressure. 2. Fault triage and handoff remain manual. Fault categorisation and escalation across the Service Providers and Network Providers boundary are human-driven, resulting in delays, misclassification, and inefficient cross-domain collaboration that extends resolution times unnecessarily. 3. Visibility across the boundary is limited. Service Providers frequently lack real-time insight into the status of faults at the network layer, making it difficult to manage customer expectations, meet SLA commitments, or take proactive action. 4. TMF621 adoption is inconsistent. While the TM Forum Trouble Ticket Management API exists, its contextualisation for the wholesale broadband assurance domain remains fragmented across the industry leading to undermining the promise of end-to-end automation. 5. National legacy standards co-exist alongside TMF. Nowhere is this more visible than in Germany, where the wholesale market operates on the S/PRI (Supplier/Partner Requisition Interface) standard. The S/PRI service test APIs are non-TMF today, and any credible assurance solution must work in this mixed-standard reality. The cost of inaction is real: extended resolution times, poor customer experience, and high operational expense. # Our goals * Demonstrate a standardised, AI-powered assurance architecture spanning Service Provider and Network Provider domains. * Develop and validate context-specific usage of TMF621 (Trouble Ticket Management) and relevant performance management APIs for the wholesale broadband assurance use case. * Show how AI Agents actively coordinate cross-domain troubleshooting on both sides of the boundary: autonomously triaging faults, exchanging structured information, and driving resolution. * Bridge non-TMF environments: prove that the AI Agent architecture can interoperate with the S/PRI service test domain APIs used in the German NGA wholesale market showing reusable pattern for other markets with similar mixed-standard environments. * Contribute new standards artefacts to TM Forum, including an API profile, usage guidelines, and a reference implementation for wholesale broadband assurance. * Lay the foundations for future extensions into proactive, predictive assurance and closed-loop automation. # The solution: AI Agents that work across boundaries At the heart of Phase 3 is a dual-stack reference architecture representing a Service Provider stack and a Network Provider stack, connected via standardised TM Forum Open APIs, including AI Agents which operats autonomously on both sides of the boundary. The AI Agents actively coordinate cross-domain troubleshooting: deciding which diagnostics to run, determining how information should flow between providers, and driving fault resolution to completion with minimal human intervention. The solution handles three real-world assurance scenarios. * Scenario 1 "I have no broadband service": complete loss of service The Service Provider’s AI Agent logs the trouble ticket, performs initial checks against the service record, and, if needed, opens a cross-domain ticket to the Network Provider via a standardised TMF621 API call. The Network Provider’s AI Agent runs automated diagnostics, identifies the root cause (physical-layer fault, equipment failure, or configuration issue), and initiates remediation. Real-time milestone updates flow back to the Service Provider automatically. * Scenario 2 "My broadband service is slow": degraded performance The Service Provider's AI Agent detects performance anomalies, assesses service health metrics, and raises a performance-related trouble ticket to the Network Provider. The Network Provider’s AI Agent queries network performance data, pinpoints the degradation (congestion, line quality issues, or capacity constraints) and applies corrective action, all within the standardised TMF framework. * Scenario 3 Integration with non-TMF partner - The German market: S/PRI meets TMF Not everyone is using TMF standard (not yet). We provide a solution which bridge this gap by introducing a conversion component, through which the Service Provider’s AI agent can talk to the S/PRI Service Test API on the Network Provider’s side. In every scenario, AI Agents exchange only structured, standardised information and preserve commercial confidentiality while enabling seamless cross-domain collaboration. # Transformative business impact Service assurance is where the wholesale broadband lifecycle is won or lost. With the right standards, the right architecture, and the right intelligence, fault management across the Service and Network Providers boundary can be transformed - from a slow, fragmented, manual process into a fast, automated, and genuinely customer-centric experience. For Service Providers and Network Providers, this Catalyst delivers a step-change in operations: * Faster fault resolution through automated, AI-driven triage and cross-domain ticketing that eliminates delays caused by manual handoffs and disconnected systems. We are aiming to reduce time to resultion from days to hours or even to minutes. * Improve customer experience through greater visibility and faster service restoration. * Faster time to Market: One standards-based set of TM Forum Open APIs connects any Service Provider and Network Provider relationships * Real-world applicability in both TMF-native and legacy environments including S/PRI-based markets. * Fully interoperable ecosystem where every stage of the wholesale broadband journey, from first order to fault resolved, is governed by open, standardised APIs. * Lower operational cost by: * Replacing bespoke, point-to-point integrations with standardised, reusable APIs across partners. * Reducing cost per Ticket. # Long-term value and scalability Phase III is built to scale. The dual-stack architecture and AI Agent pattern are repeatable across service providers, network providers, and national markets as it is not a single bespoke integration, but a reusable blueprint. The German market deployment proves the same architecture works in mixed-standard environments, providing a template that other markets with national legacy interfaces can adopt directly. Beyond Phase III, this work lays the foundations for what comes next: proactive, predictive assurance and closed-loop automation, where faults are anticipated and resolved before customers ever notice them. # Industry value and collaboration This Catalyst is delivered in close collaboration with multiple CSPs and vendors, ensuring the approach is technically sound, practical, and ready for real-world deployment in both TMF-native and S/PRI-based markets. The work contributes to the TMForum Wholesale Broaband Standardisation project to define a ready to use standard that any Service or Network Provider can pick up and apply. Phase III completes the journey to standardise the wholesale broadband lifecycle: the final piece of a complete, interoperable ecosystem in which every stage, from first order, through provisioning, to fault resolved, is governed by open, standardised APIs. Built on TM Forum Open APIs and ODA. Designed for the real world. # Utilised TM Forum assets ODA Components * TMFC005 Product Inventory * TMFC008 Service Inventory * TMFC046 Workforce Management * TMFC047 Party Problem Management * TMFC054 Product Test Management * TMFC055 Service Test Management Open APIs * TMF621 Trouble Ticket Management * TMF637 Product Inventory Management * TMF638 Service Inventory Management * TMF646 Appointment Management API * TMF653 Service Test * TMF769 Product Test Other TMF Assets * IG1380 Wholesale Broadband Standardized Product Model & APIs for B2B v2.1.0