Digital transformation has been the catch-cry of the telecommunications industry for some time and enterprises of all types are being constantly reminded to digitize or perish. But the process is rarely as simple as it sounds, especially when having to streamline, modify or even replace existing analog business processes and systems that were designed and implemented well before the digital age was even being considered.
Applying digitization in different areas such as service fulfillment, service assurance, networking and billing processes in CSPs means having to transform to a more agile, efficient and ‘smarter’ way of working. Business process management (BPM) is at the core of every telecoms operation so any digital transformation project must start with a similarly ‘smarter’ BPM.
The goal of any digital enterprise transformation is not only to modernize existing BSS/OSS processes to achieve greater efficiency; it must also be able to cope with rapidly changing technologies and facilitate faster time to market for any new service or product.
Business process mining
A group of TM Forum members have been working together in an ongoing project called the SMART BPM enabling digital transformation Catalyst that has already demonstrated the value of automated processes.
This was achieved through business ‘process mining’ and the instrumentation of intelligent discovery, orchestration and choreography of business processes. The use of analytics and big data also brought insights that helped to leverage customer experience and network optimization.
The first first two iterations of the SMART BPM Catalyst concentrated efforts in the areas of service fulfilment and service assurance scenarios.
In its third iteration, SMART BPM enabling digital transformation – Wave III, the aim is to explore how SMART BPM can prove beneficial in areas such as billing and SDN/NFV. The target audiences for the output of this Catalyst are CSPs aiming to implement digital transformation in their business and also the vendors bringing them new tools and technologies that can help digitization.
The resulting best practices, tools and methodologies from this Catalyst will be applicable to digital enterprises of all sizes and in all industry sectors. Other benefits that will be demonstrated include improved customer experience, enhanced ‘right first time’, improved efficiency and reduced operational costs in a qualitative and quantitative manner.
The Catalyst will leverage output from TM Forum’s Business Process Framework (eToM), Customer Centricity and Agile communities and will also contribute the resulting matrices/KPIs and enhancements back to Frameworx.
Champions for this Catalyst are French tier-one telecommunications provider, Orange and Japanese communications giant, KDDI. Participants currently include Fluxicon (experts in process mining); Trisotech (a global leader in digital enterprise solutions) and Tech Mahindra (international provider of customer-centric services and solutions).
The SMART BPM enabling digital transformation – Wave III Catalyst will be demonstrated at Innovation InFocus in Dallas in November.