The document summarizes Telecom Italia's transformation of its service fulfillment processes and underlying technology. It describes Telecom Italia's background and the drivers for change, including new technologies, market needs, and regulatory pressures. It outlines the evolution, including adopting standards-based architectures, rationalizing legacy systems, and implementing a service-oriented architecture. Key benefits included improved time to market, customer experience, and cost reductions. Accenture played a role in all phases of the transformation projects.

1. Telecom Italia Fulfillment
Transformation Roadmap
Technology & Operations
Information Technology
Achieving High Performance in Service Delivery
From vision to action
Venice - May 6th and 7th, 2010

2. 2
Technology & Operations
Information Technology
Agenda
Telecom Italia Background11
Service Fulfillment Evolution33
Transformation Drivers & Guidelines22
44 Accenture Role in the OSS Transformation

3. 3
Technology & Operations
Information Technology
Telecom Italia Background - Company highlights
• Top ICT company in Italy; a World-wide leader in offerings and innovative services.
• Business operations: fixed and mobile telecommunications, internet and media, office and systems
solutions, research and development
• Listed on the Milan and New York stock exchanges
approx. €26.9 bnapprox. €26.9 bnNet Market capitalizationNet Market capitalization
€ 30.158 millions€ 30.158 millionsRevenueRevenue
€ 11.367 millions€ 11.367 millionsEBITDAEBITDA
€ 2.897 millions€ 2.897 millionsNet RevenueNet Revenue
76.750 (worldwide)76.750 (worldwide)Number of EmployeesNumber of Employees
TIM Brasil
Telecom Argentina
Telecom Italia
Telecom Italia is a leading ICT enterprise in
Italy, with a significant presence in South
America
Year 2008 (Borsa Italiana)

4. 4
Technology & Operations
Information Technology
Telecom Italia is a complete telecommunications group:
European office product market leader with a focus on digital printing systems, inkjet products, banking/retail
applications, IT systems for gaming and gambling, lotteries and e-voting systems
Manages and develops fixed-line and mobile tlc and internet services. Supplies voice and data services
over the fixed network to retail/wholesale clients. The TIM brand has a high profile in Europe and South
America
A media focus for the prime multimedia mover in Italy's TV business. TV operations
conducted through the La7 and MTV Italia brands; bulletins through wire agency APCom
36,4 millions36,4 millionsBrazil Wireless CustomersBrazil Wireless Customers
2,5 millions2,5 millionsEuropean Broadband SubscribersEuropean Broadband Subscribers
109,3 millions Km109,3 millions KmDomestic Copper Access NetworkDomestic Copper Access Network
3,9 millions Km3,9 millions KmDomestic Fiber NetworkDomestic Fiber Network
20 millions20 millionsDomestic Wireline CustomersDomestic Wireline Customers
17 millions17 millionsDomestic Physical AccessesDomestic Physical Accesses
34,8 millions34,8 millionsDomestic Wireless CustomersDomestic Wireless Customers
8,1 millions8,1 millionsDomestic Broadband SubscribersDomestic Broadband Subscribers
Managed Volumes:
Leading global telecommunication service provider, offering a complete range of Voice,
Data and Internet solutions designed to meet the ever changing needs of Fixed and Mobile
Carriers, ISPs, Content Providers, Multimedia Players and Corporate Customers
Telecom Italia Background - Company highlights

5. 5
Technology & Operations
Information Technology
Transformation Drivers & Guidelines
On 2004 Telecom Italia started a long-term OSS Transformation Program, coupled with constant
alignment with marketing objectives and aiming at providing:
• Increasing level of automation
• Growing volumes of manageable transactions
• Continuous improvement of customer’s SLA
 Technology Evolution
- VoIP Services (IPPBX)
- Fixed – Mobile Convergence
- Content & Multimedia
 Aggressive Market Scenario
- New offers
- Complex commercial Bundle
- Customer & Service Centric Approach
 Regulatory context
- Open Reach Benchmark
 Technology Evolution
- VoIP Services (IPPBX)
- Fixed – Mobile Convergence
- Content & Multimedia
 Aggressive Market Scenario
- New offers
- Complex commercial Bundle
- Customer & Service Centric Approach
 Regulatory context
- Open Reach Benchmark
Market Needs
 Dismission of Mainframe technology
- OPX Reduction
 Migration from legacy enviroment
- Best of breed packages
- Integration layer
- Standard adoption
 Business Continuity
- Parallel development of new solutions
- Migration plan strategy
 Dismission of Mainframe technology
- OPX Reduction
 Migration from legacy enviroment
- Best of breed packages
- Integration layer
- Standard adoption
 Business Continuity
- Parallel development of new solutions
- Migration plan strategy
IT Division Needs

6. 6
Technology & Operations
Information Technology
Service Fulfillment Evolution - The starting point
On 2004 OSS architecture was chaotic and ineffective; the main problems were too many redundant
interfaces between systems and out-of-date technologies involving a lot of manual tasks in business
process.
The results were high operating costs, long order-to-delivery cycles, high customer dissatisfaction and
costly churn, an inability to adapt to change, high and unacceptable time for pilot product launch
• Legacy systems with an obsolete technology
• Business processes were fragmented across multiple
systems
• Information Base was duplicated and incomplete around
the contingent needs
• No standard Based Architecture
• Massive Use of Custom/ad Hoc solution

7. 7
Technology & Operations
Information Technology
The Service Fulfillment Transformation Program in Telecom Italia enabled the following features:
• Ability to manage a converged services infrastructure
• A full integration between OSS systems based on Enterprise Service Bus (ESB)
• A Business Process Framework (eTOM)
• An Enterprise-Wide Data Model (SID) that provides a comprehensive common information model for
telecom activities
• A deep rationalization of OSS systems and the closure of many legacy systems (NSD, ACL/IA, ACL/PS,
SOC/F, FLOLO, ...)
• Adoption of a Best-of-Breed Software Package with a deep Vendor relationship
• A Customer-Centric model supremacy in the Service Inventory (unique OSS consistency DB)
7
Service Fulfillment Evolution - New Value Proposition Framework

8. 8
Technology & Operations
Information Technology
Telecom Italia has developed a comprehensive
process architecture that is fully compliant to Telco
industry standards and serves as a baseline for
defining optimal process definitions for new
services
1
Service
Design
Resources
Assignment
Service
Configuration
Res &Serv
Confirmation
Order
Handling
Service Order
Request
Service Design
Resource
Assignment
Workforce
Identification
& Assignment
Service Order
Status Tracking
“As Built”
Retrieve
Assets
Reservation
Work Items
Generation
Service Work Order & Work Items Management
Assignment, Tracking, Monitoring, Exceptions Handling
Res
Inv
#
Mgr
Res
Inv.
#
Mgr
Work
Force
CRM
Circuit Switch
Configuration
Data (IP/FR/ATM)
Configuration
Transport
Configuration
Non Network
Configuration
System Update
• Resource Mgrs
• CRM
CRM
Res
Inv.
System Interactions
Service Fulfillment - Integrated Order Management (IOM)
Configuration Manager
Element Mgrs
Service Activation
Res Inv.
Service Fulfillment Process
1
Service
Design
Resources
Assignment
Service
Configuration
Res &Serv
Confirmation
Order
Handling
Service Order
Request
Service Design
Resource
Assignment
Workforce
Identification
& Assignment
Service Order
Status Tracking
“As Built”
Retrieve
Assets
Reservation
Work Items
Generation
Service Work Order & Work Items Management
Assignment, Tracking, Monitoring, Exceptions Handling
Res
Inv
#
Mgr
Res
Inv.
#
Mgr
Work
Force
CRM
Circuit Switch
Configuration
Data (IP/FR/ATM)
Configuration
Transport
Configuration
Non Network
Configuration
System Update
• Resource Mgrs
• CRM
CRM
Res
Inv.
System Interactions
Service Fulfillment - Integrated Order Management (IOM)
Configuration Manager
Element Mgrs
Service Activation
Res Inv.
Service Fulfillment Process
Business Components:
commercial products, services and
options managed by Commercial
Systems (CRM, Billing).
Service Components: common
technical building blocks of
services; this layer is the domain
of the Technical Order
Management.
Network Components:
physical resources and
specific network
configurations, managed
through Network Inventory
and Network Activation
solutions.
CPE
Local
Loop Circuit AAA
Config
Platform
Config
VoIP
Offer
Internet
Offer
TV
Offer
Business Components:
commercial products, services and
options managed by Commercial
Systems (CRM, Billing).
Service Components: common
technical building blocks of
services; this layer is the domain
of the Technical Order
Management.
Network Components:
physical resources and
specific network
configurations, managed
through Network Inventory
and Network Activation
solutions.
CPE
Local
Loop Circuit AAA
Config
Platform
Config
VoIP
Offer
Internet
Offer
TV
Offer Service Fulfillment in Telecom Italia is based on a clear
separation between the three layers of service
implementation: Business Layer, Service Layer and
Resource Layer.
Service Fulfillment Evolution - Step 1: Process, Models & Catalogs

9. 9
Technology & Operations
Information Technology
Service
Components
Existing
Systems
Business
Processes
Implementation on
the Field
Resources
Identification
Customer Consistency
Validation
Voice
Activation
Voice
Activation
Data
Activation
Data
Activation
Network
Inventory
Network
Inventory WFMWFM
Triple Play Delivery Data VPN Delivery
Services
Service
Inventory
Service
Inventory
Resource
Configuration
CPE DeliverySelling Feasibility
Corporate Voice Delivery
SOA
The result is a Service Oriented Architecture (SOA) based design, where, through a top-down approach
(based on the business processes analysis and decomposition) and a bottom-up approach (based on the
resources, service components and basic operations definition), is defined a set of common service components
reusable in different contexts and business processes.
Process
Catalog
Process
Catalog
Service
Catalog
Service
Catalog
RegistryRegistry
Service Fulfillment Evolution - Step 2: SOA-based approach

10. 10
Technology & Operations
Information Technology
New IOM has got a fully scalable and modular architecture, based on a technical service catalogue which provides different IOM
instances according to the Service Catalog: BroadBand, Wholesale, Voice, Complex data and Wireless
Activation
Service
Network
CPC - NNEM
WANTS
PSSC
(IPTV)
APS
(authentication)
ADAS
CWMCEM AWS, SOANM
SDH
DWDM
MSEM
CPE mgr
Regman
AVAS
(ISP)
GISP
TGDSTGDS
GPRI
HLR
SMAS
Workforce Management
Workflow
Designer
Job Mgmt
WRAP DAIWFM/FAS
Device
Mgmt
SAPIA IAM
DWH & Inventory
DWH
LIDO/SAV
Delfi
Inventory
UNICA/C
BAM
UNICA/D
UNICA/RA
UNICA/T
HP Asset
EDM
Canto
ESB
ESB
ESB
ESB
Order Management
New IOM
Order Entry
CRM PITAGORATLDTGU
Long Running Process Manager
Real Time Process Manager
Order Gateway Service Inventory
Long Running
Process Manager:
workflow module
that supports
automatic task,
semiautomatic
manual task
Real Time Process Manager:
This module provide short running
features such as zero latency task,
transactional task,
Order Gateway:
Order Gateway provides unique Order
Acquisition features and decouples
Commercial Order from Technical
Order to be managed by different
instances of IOM
Service Inventory:
Service Inventory keeps all Customer
Service Consistency, supporting Order
Gateway on service compatibility check,
order validation and decomposition and
technical order enrichment
ESB (Enterprise
Service BUS):
Based on SOA
architecture ESB
provides needed
translation towards
all legacy systems,
making
applications agile,
reusable and
reducing
development costs
Service Fulfillment Evolution - Step 3: The New Architecture

11. 11
Technology & Operations
Information Technology
Order Entry
ESB
Order Management
Order Gateway
New IOM
ESB
ESB
ESB
Broadband
Wholesale
Voice
IPPBX&
Complex
Data
Wireless
DWHInventory
Workforce Management
Activation
Since 2004 Telecom Italia introduced new Integrated Order Manager following a scalable approach and progressively migrating
new classes of services and/or market segments. Different instances of IOM provide fulfillment of different services, managing
to support complex offers on distinct network access scenarios.
Order Gateway grants matching between Commercial orders and Technical Order processes, uncoupling customer requests by
single network configuration tasks; moreover Order Gateway provides order decomposition, high-level order orchestration and
message coherence towards CRM platforms.
Broadband
Retail
(2004 → 2005):
ADSL access for
Consumer and
Microbusiness
customers. It
manages also NGN
services like VoIP
(also more than a
line) and IPTV
Narrowband Retail
(2005 → 2007):
Traditional voice services on RTG and
ISDN accesses. It manages also
configuration and activation of
analogical switchboards
Wholesale
(2005 → 2006):
It manages service fulfillment requests
from OLOs operating in wireline
market (ex. ULL management)
VAS & ICT
(2006 → 2008):
It manages complex Data services like
Security and corporate VPN, although
complex voice services as IPPBX and
IPCentrex
Mobile
(2008 → 2009):
Manages mobile
services for
business and
corporate
customers; besides
GSM and UMTS
access, provides
virtual
switchboards,
DVBH mobile TV,
APN, mail and Fax
Service Inventory
Long Running Process Manager
Real Time Process Manager
Service Fulfillment Evolution - The Execution Roadmap

12. 12
Technology & Operations
Information Technology
Time to Market
Improvement
• An integrated OSS platform flexible to change (e.g. Easier software development, configuration & administration allow
more frequent rollouts, up to 12 configuration releases and 6 software releases per year)
• Reduced time to market for new services – more competitive (e.g. the average time for developing new Services reduced
from 6 to 2 months)
• Support for new networks and services
Customer Experience
Improvement
• SLA guarantees (97,5% long running delivery, 99,98% real time delivery)
• Common customer data store and information integrity (e.g. inventory data misalignment under 1%)
Cost Reduction
• Field Services Operational costs savings through higher automation (e.g. % automatic order
successfully delivered over 90% on standard voice services)
• Increased order throughput with a resulting reduction of costs per order
• Reduced costs of stovepipe systems
• Decreased software development effort (e.g. development productivity increased by 23% in
Function-Points per man-day)
12
Service Fulfillment Evolution - Benefits

13. 13
Technology & Operations
Information Technology
Project ManagementProject Management
Solution DesignSolution Design
• User RequirementsUser Requirements
• Functional SpecificationsFunctional Specifications
• Courses and UserCourses and User
HandbooksHandbooks
Test & Roll OutTest & Roll Out
• Test SpecificationsTest Specifications
• System TestSystem Test
• Integration TestIntegration Test
• AcceptanceAcceptance testtest
• Roll OutRoll Out
DevelopmentDevelopment
• Technical DesignTechnical Design
• ImplementationImplementation
• Product customizationProduct customization
• System interfacesSystem interfaces
Business PlanBusiness Plan
T&AT&A
• Architectural DesignArchitectural Design
• Technical architectureTechnical architecture
• Performance testPerformance test
Accenture has been involved in all project areas within each project phase:
Accenture Value
• E2E commitment in all project phases
• Accenture Methodology, based on hundreds project experience
• Extended Know-how on best-of-breed products and best practice solutions
• Deep analysis and understanding of different requirements
13
Proven
Field
Experience
Proven
Field
Experience
Accenture Role in the OSS Transformation

14. 14
Technology & Operations
Information Technology
Accenture Role in the OSS
Transformation
Thank you for your attention
Marco Daccò
IT Director Domestic MKT Offering
marco.dacco@telecomitalia.it
Accenture Role in the OSS Transformation