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OmniBOSS is an AI-powered, agent-orchestrated ‘Intelligent Network Assistant’ that helps CSPs apply operational best practices.
OmniBOSS unifies and automates OSS and BSS operations
Commercial context
Modernizing operational support systems (OSS) and business support systems (BSS) is vital.
Growing network complexity means CSPs are under increasing pressure to manage both operational and business systems efficiently. OSS keep the network running - they handle fault resolution, resource inventory, and performance management. BSS are equally critical, ensuring that customer care, billing, charging, and revenue assurance all work seamlessly. Together, these two domains form the backbone of any telecom operation.
CSPs today operate large, multi-vendor, multi-domain OSS stacks where real-world workflows routinely drift away from best-practice processes such as TM Forum eTOM, SID, and OpenAPI guidelines. This deviation is rarely intentional - it emerges from scale, complexity, legacy systems, and varying operational maturity across teams and domains.
Expertise often sits in the heads of individual employees, meaning best practices are applied inconsistently or lost when people move on. Automation can be patchy; although standards exist, they are not always implemented uniformly, especially when bridging modern and legacy systems. As things stand, CSPs need a smarter, more consistent, and flexible way to run their networks and services. One that embeds domain expertise, applies best practices, and improves data integrity across the board.
The solution
OmniBOSS Phase 2 solves this problem by introducing an AI-driven, agent-orchestrated ‘Intelligent Network Assistant’ that continuously:
The solution does not replace existing systems. Instead, it sits above existing tools, consumes their data, contextualizes them using TMF standards, and brings consistent operational discipline across the entire environment. The core engine is TMF-aligned, explainable, and safe - ensuring no ‘runaway autonomy’ by enforcing strict policy guardrails.
At the core of OmniBOSS is its conformance with the TM Forum Open Digital Framework and Canvas alignment. It uses TMF SID (Information Framework) to normalize entities such as alerts, tickets, resources and product/service models, and a suite of TM Forum Open APIs, including TMF621, TMF641, TMF638, TMF633, TMF642 to define normalized representations of trouble tickets, service orders, resource functions, alarms and related entities. TMF Model-as-a-service (MODaaS) SLA Template (ISO 19086-adaptation) has been adopted to define internal SLAs for model performance, explainability, drift control and lifecycle governance. Together, they ensure clean, standardized data exchange and guarantee interoperability across OSS/BSS systems and ensures the assistant can operate across diverse environments.
OmniBOSS operationalizes the TM Forum eTOM Trouble Ticket Management process (BPF 2.1.5), embedding AI-driven diagnostics and resolution workflows into the heart of network operations, benchmarking and overlaying standard flows onto real CSP workflows. As a genAI-enabled system, OmniBOSS provides real-time, trustworthy recommendations tailored to specific network conditions. It learns from historic operations data, incorporates new regulatory standards, and adapts to evolving infrastructure. This ensures long-term relevance while also maintaining regulatory compliance and security.
A key innovation from the project is its contribution to ongoing discussions around the evolution of eTOM itself. As AI becomes more deeply embedded in telecom operations, the current eTOM framework may need to adapt. OmniBOSS provides a Gap Analysis Engine aligned to eTOM/SID and offers a practical reference point for what AI-aligned process management could look like.
Application and wider value
OmniBOSS has the potential to redefine how CSPs manage network complexity. By integrating automation directly into OSS and BSS processes, it creates consistency where previously there was fragmentation. This brings clear business benefits, from faster service delivery, reduced MTTR, improved SLA compliance, reduced operational cost and operational visibility never seen before. It also improves data quality, helping decision-makers base plans for expansion and investment on trustworthy inputs.
Gallage Pasan Nishantha, General Manager/System Integration & Operations of Sri Lanka Telecom, one of the Catalyst Champion participants, explains[JL1] . "OmniBOSS doesn’t just assist - it acts on best practices, turning reactive, firefighting effort into proactive innovation." In practical terms, the assistant reduces reliance on manual inputs, preserving institutional knowledge and enforcing security and compliance across workflows. It improves KPIs for both service assurance and fulfilment and enables teams to bring new products and services to market faster.
OmniBOSS means CSPs can meet the growing expectations of both customers and regulators. AI-powered fault resolution improves reliability. Automated compliance workflows reduce the risk of audit failures. And, by improving responsiveness and customer experience, the solution directly contributes to business outcomes. More broadly, OmniBOSS provides a repeatable blueprint for autonomous operations based on TM Forum standards and enables composability reducing cross-vendor integration efforts. Meanwhile, it demonstrates how agentic AI can be deployed safely within telecom operations with policy guardrails.
At a time when knowledge gaps, network complexity, and manual workflows remain major obstacles, OmniBOSS shows how genAI can be used to operationalize intelligence. Now it can be embedded directly into the systems, keeping networks running and businesses thriving.
[JL1]Gallage Pasan Nishantha, General Manager/System Integration & Operations of Sri Lanka Telecom, one of the Catalyst Champion participants,
