Integrating OSS and BSS

While OSS transformation is essential for introducing new services, many providers are hindered by the current capabilities of their existing operational systems. according to an Amdocs global survey on trends and issues associated with OSS transformation and the delivery of new services. 


"This survey demonstrates that service providers recognize that OSS transformation is essential and that providers are taking different approaches. Many providers are choosing an enterprise-wide approach, while others continue to approach OSS transformation on a service-by-service basis," said Guy Dubois, president of Cramer, Amdocs' OSS division. "As services become more complex, service providers need to ensure that their OSS is equipped to be a catalyst for change, rather than an obstacle to agility and profitability."


The 100-person survey revealed that service providers currently face significant operational challenges when attempting to roll out new services such as VPN, IPTV and VoIP. The systems to support these complex new services are struggling to keep up.


Seventy-seven percent of service providers said legacy systems were unsuitable for meeting the needs of today's customers, and that these systems were not equipped to quickly introduce new services. 


Issues such as a lack of visibility into business processes and systems, as well as shortfalls of legacy systems and data management have negative impact on cost, fallout rates and time to market.


Key findings


Speed to market and complexity -- The survey concluded that rapid introduction of new services is a key challenge to service providers now and will continue to be over the next two years. While most service providers ranked reducing time to market as a high priority, a mere 34% of service providers can introduce new services in less than six months, with most new service introductions ranging from six to eighteen months.


Fallout rates continue to impact margins -- Fallout occurs when there is an exception in the service fulfillment process that needs to be processed manually.


This can ultimately result in increased costs. Only 18% of respondents said fallout rates were decreasing. The rest said fallout rates were not moving or were increasing.


Data accuracy and a single view of the network, service and customer - Seventy-three percent said data was insufficient to roll out new services, while 56% said inaccuracy of data was an impediment to rolling out new services. More than 70% of respondents cited a single view of the network, service and the customer as a key requirement for OSS.  


Future OSS requirements and OSS transformation: The No. 1 OSS requirement over the next two years is the integration of OSS and BSS to create a more holistic and collaborative business. This will enable greater agility and customer focus in cross-organizational processes so that a truly intentional customer experience can be delivered.  While more than 70% of respondents agreed that OSS transformation is essential for new service introduction, only 38% said OSS transformation was always associated with new service introduction.