TELECOM ITALIA GROUP
Open Access
Roma, 29 aprile 2008
Open Access - Modello Operativo
TELECOM ITALIA GROUP
LOCAL EXCHANGE
(LE)
Main
Distribution
Frame
Optical
Distribution
Frame
CENTRAL
EXCHANGE
(CE)
Traditional Copper Network
OLO
Equipment
OPTICAL
FIBER
External
Network
Distribution
Termination
Frame
TI
Optical Fibers Cable
Equipment
COPPER
Optical Network
Termination
 Open Access fornisce agli OLO e a TI il
servizio di “accesso” attraverso le
infrastrutture fisiche di rete
 Gli OLO mantengono l’attuale interfaccia
con TI Wholesale per tutti i servizi
connotati da un approccio “One Stop
Shop”
 Open Access fornisce agli OLO il
necessario supporto tecnico
DB
ACCESS
Optical
Distribution Frame
Open Access Assets
Assetts
Open Access - Assetts
Tot. perimetro di
TOTAL
competenza
di
cui Rete
Access
d’Accesso
DiTrunk
cui Rete
di Giunzione
Network
Network
Copper (Km)
112 M
106 M
6M
Optical Fiber (Km)
2,6 M
0,5 M
2,1 M
Cabinet (nr)
142 K
MDF (nr)
10,5 K
1
TELECOM ITALIA GROUP
Open Access - Perimetro : strutture coinvolte
Field Services
S. Pileri
Technology
Technical Services
S. Pileri
Processi di Delivery e Assistenza Tecnica alla
clientela
Processi di sviluppo/manutenzione della rete di accesso
e di gestione degli elementi passivi della rete
Processi di accoglienza, diagnosi e risoluzione
delle segnalazioni di anomalie tecniche della
clientela consumer
Open Access
 20.000 persone
2
TELECOM ITALIA GROUP
Open Access – Perimetro: dettaglio strutture coinvolte
Technology
Field Services
Perimetro
interssato
S. Pileri
TILab – Innovation,
Engineering, Testing
Accesso Fisso
e Trasporto
Technical Services
Network Operations
Program &
Process
Management
Network
Development
Network
Platform
Operations
S. Pileri
TS territoriali
Network Planning
Network
Corporate
Operations
Network
Operation Area
(8)
Wireline Access
Infrastructure
Innovation
Wireline Access
Engineering
Network
Provisioning &
Project Mng OLO
Operations
Program
Transport &
Core
S. Gentili
Special Projects
Broadband
Network Services
Engineering
Transport & OPB
Innovation
Transport & OPB
Engineering
Operations &
Maintenance
Access Network
Infrastructure
Engineering
Broadband
Network Services
Innovation
Network
Development
Wireless
Access
Technical
Managem.
Wireline
Access
Operations
Core &
Transport
Cables
Wireless
Implement
ation
Quality
Network
Network Area
Operations
Operation
Line
(16)
Network
Operations
Managem.
Network
Operations
Unit
C. Micheli
Network Performance
& Action Plans
(53)
G. Ensoli
Customer
Opinion Survey &
OLO
E. Fiocco
• Network Operations Line .
NOU
- Development
Energy
System
Operations Team (ruoli
di TLC System
Development e relativi
coordinatori)
-Tecnici Portanti Fisici
3
TELECOM ITALIA GROUP
Open Access - Il Nuovo Assetto
Sviluppo
Caring
Tecnico
QUALITA’
Rete d’accesso
EFFICIENZA
Delivery
Servizi
TRASPARENZA
Esercizio
Rete d’accesso
Assurance
Servizi
Assurance
Servizi
Delivery
Servizi
Esercizio Rete
d’accesso
RESPONSABILITA’ UNITARIA E DIRETTA
VERSO IL CLIENTE
Sviluppo
Rete
d’accesso
Caring
Tecnico
4
Open Access – il modello organizzativo
TELECOM ITALIA GROUP
INTERFACCIA VERSO
OPEN
ACCESS
Operational Planning
Planning and Control
Quality of Services
Wholesale (policy)
Regulatory Affairs
Purchasing
Imprese di rete
Authority
Economic
Planning &
Reporting
INTERFACCIA VERSO
RAPPORTO
FUNZIONALE
Marketing
Service Creations
Sales
Customer Operations
Network
Wholesale (operations)
IT
Technical Infrastruct.
STRUTTURE DI GOVERNO
TECHNICAL
PLANNING
Firms
Contract
Management
Equality of
Access Data
OPERATIONS
GOVERNANCE
Quality
Improvement
Efficiency
Improvement
Network
Creation &
Engineering
Cross
Operations
Management
Database &
System
Requirem.
Technical
Process
Innovation
Retail
Services
Wholesale
Services
STRUTTURE DI PRODUZIONE
DELIVERY
SERVICES
OPERATIONS
(da remoto)
Operations &
Process
Management
Project
Office &
Nation. Act.
Operations &
Process
Management
GOVERNO OPERATIVO
ACCESS
OPERATIONS
AREA
(on field)
ASSURANCE
SERVICES
OPERATIONS
(da remoto)
Cosourcers
& Program
Management
Program &
Quality
Management
GOVERNO OPERATIVO
Delivery
Services
Area
4
Network
Developm.
4
Network
Maintenance
& Field Gov.
GOVERNO OPERATIVO
Assurance
Services
Area
4
STRUTTURE DI PRODUZIONE TERRITORIALI
38
Access
Operations
Line
5
TELECOM ITALIA GROUP
Open Access - modello organizzativo: principali novità nelle AOA
Attività su Rete d’Accesso
di Technology integrate
con Field Services
COSA CAMBIA
DRIVER
 Costituzione
di
funzioni
Network
Development e Network Maintenance nelle
strutture territoriali di Open Access.
− Responsabilità integrata delle Access
Operations Area sulla Rete d’Accesso.
 Integrazione dei tecnici Portati Fisici di
Technology nelle strutture territoriali di Open
Access.
 Confluenza in una struttura centrale
dedicata al delivery delle operatività dei SAI
su
piattaforme/prodotti/servizi
(configurazioni
e
coordinamento
realizzazioni business).
Superamento dei Service &
Activities Integration (SAI)
 Confluenza nelle Access Operations Line
delle attività di dispacciamento MOS/MOI e
controllo operativo delle imprese (vedi punto
successivo).
− Incremento qualità (per tempestività e
vicinanza al cliente).
− Focalizzazione del territorio sulle attività
legate all’infrastruttura di Rete d’Accesso e
alla gestione delle operations on-field.
− Accountability delle funzioni su obiettivi di
performance/qualità mirati.
 Mantenimento a livello di Access Operations
Area delle attività di indirizzo e governo delle
operatività MOS/MOI.
Gestione operativa
MOS/MOI integrata a livello
di Access Operations Line
 Costituzione, a livello di Access Operations
Line, di un’unica funzione dedicata al
dispacciamento MOS/MOI e al controllo
operativo delle imprese, integrando le
attività svolte da SAI e FOM.
− Responsabilità E2E delle Access Operations
Line sulla “fabbrica” territoriale
6
Open Access - relazione con i processi di delivery e assurance
TELECOM ITALIA GROUP
DELIVERY
ACCOGLIENZA
Ordine di Lavoro
PROVISIONING
INTERVENTO
DISPACCIAMENTO
MOS/MOI
CLIENTE
HELP DESK DI
ASSURANCE
Trouble Ticket
1° LIVELLO
DIAGNOSI DI
ON FIELD
SVILUPPO RETE
2° LIVELLO
FIELD GOVERNANCE
GOVERNANCE TRASVERSALE
Technical
Services
Field
Services
Program
Manag.
Open
Access
TO BE
AS IS
Operating
Processes
Integration
National
Customer
Services
Technology
Technical
Planning
Customer
Service Area
(4)
Operations
Governance
Program &
Quality (4)
Program
&
Quality
(4)
Service &
Activities
(8)
Integration
(8)
Sales (8)
Customer
Services
Line (38)
Delivery
Services
Operations
Assurance
Services
Operations
Network
Development
(4) (8)
Access
Operat. Area
(4)
Network
Mainten. &
Oper. Gov.(4)
Access
Operations
Line (38)
Line.
Support
Supporto
gestion.
Network
Develop. Op.
FOM
Business
Operations
Managem.
FOM
Line
Op.Business
Customer
Service
Unit (125)
Access
Operations
Unit (125)
7
TELECOM ITALIA GROUP
Open Access - modello organizzativo - 3’ riporti
OPEN
ACCESS
TECHNICAL
PLANNING
OPERATIONS
GOVERNANCE
Economic
Planning &
Reporting
Network Creation
& Engineering
Equality of
Access Data
Cross Operations
Management
Firms Contract
Management
Database &
System
Requirements
Quality
Improvement
Technical
Process
Innovation
Efficiency
Improvement
DELIVERY
SERVICES
OPERATIONS
ASSURANCE
SERVICES
OPERATIONS
ACCESS
OPERATIONS
AREA (4)
Operations &
Process
Management
Operations &
Process
Management
Project Office &
National
Activities
Cosourcers &
Program
Management
Delivery
Services Area
(4)
Local Authority
Account
Program &
Quality
Management
Network
Development
Assurance
Services Area
(4)
Network
Maintenance &
Field Governance
Access
Operations
Line (38)
Retail Services
Wholesale
Services
8
TELECOM ITALIA GROUP
Open Access - modello organizzativo : focus su strutture territoriali
DELIVERY
SERVICES
OPERATIONS
Operations &
Process
Management
Project Office &
National
Activities
1.500
Delivery
Services Area
(4)
Delivery
Planning
Management
Project
Management
Services
Management
Design &
Configurations
9
TELECOM ITALIA GROUP
Open Access - modello organizzativo : focus su strutture territoriali
ASSURANCE
SERVICES
OPERATIONS
Operations &
Process
Management
Cosourcers
& Program
Management
3.900
Assurance
Services Area
(4)
Line Support
Performance
Management
(regia terrritoriale)
Basic Services
(8)
Advanced
Services
(8)
Custom Services
10
TELECOM ITALIA GROUP
Open Access - modello organizzativo : focus su strutture territoriali
ACCESS
OPERATIONS
AREA (4)
Program &
Quality
Management
Network
Development
Economics
&
Reporting
Support
&
Control
Procedures
&
Quality
Firms Contract
Management
Project
Planning
Optical
Fiber
14.700
Network
Maintenance &
Field Governance
Network
Maintenance
Operational
Planning
Cross
Operations
Management
Systems
& Network
Inventory
Access
Operations Line
(38)
Line
Support
Network
Development
Operations
Operations
Management
Line
Operations
Business (8)
Access
Operations
Unit (125)
11