Review of OSS Essentials: Support System Solutions for Service Providers (Paperback)

This could have been *the* definitive reference on operational support systems. The author's uneven treatment of the subject and tendency to frequently go off topic or emphasize peripheral systems while leaving large gaps in the main subject have reduced this book to merely mediocre.

The strong points:the chapter on customer care and billing processes is remarkable.Here is a list of things that caught my attention and make this chapter so valuable: (1) the customer care maturity model is well thought out and serves as an excellent benchmarking tool, (2) the customer analysis and acquisition is on the mark, and (3) the customer interface management process and associated diagram comprise an excellent model for OSS processes.I also thought the way the author covered the problem handling process represents best practices, as does the section on SLA management.This is the stuff OSS is made of and it's covered both well and contains ideas and models in which service providers will be interested.The chapter provisioning and order processing is also strong and filled with excellent information for those who are seeking OSS-specific knowledge.

Weaknesses: Not only does this book overemphasize the network operations, which is important, but not central, but the author manages to drop this information into unexpected areas throughout the book. An example:Section 4.4 is an engrossing piece on the sales process that is succinct and filled with information, including tables and a diagram that reinforce the excellent information the author is imparting. Right in the middle of all this is a diagram that shows the use of a DMZ to separate intranets and extranets - not something anyone interested in sales processes cares about and is a big distraction.This happens throughout the book. Also, I agree with the comments made by a previous reviewer about wasting page count on product-specific information.This information needs to be moved to a web site where it can be maintained in an up-to-date fashion.Ironically, the publisher does this for other books.Finally, there are some major gaps:(1) no mention of the TeleManagement Forum, which is a global non-profit organization that is devoted to OSS.This organization has a technology integration map and numerous OSS-related processes that are De Facto standards in the OSS world, yet no mention of the organization and no mention of the wealth of material available that is directly related to OSS.(2) Section 7.4, which addresses migration from an existing to new billing system, misses some key considerations, which could have been developed into a discussion of strengths and weaknesses.For example, how do you segment and migrate subscribers?By CSA? Bill cycle? Region?Price plan? As the industry consolidates this particular issue keeps cropping up and a more in-depth treatment here is warranted.(3)No mention of TL 9000, which is an encompassing quality standard for telecommunications service providers.A portion of this standard applies directly to OSS.

Overall, this book contains some of the best information about OSS that has been collected and compiled into a single book.In fact, it's the only book on the subject. What is needed to make it great is a strong editor who understands OSS and who is not reticent about removing large pieces of superfluous material from this book.More information about standards that are directly related to OSS should also be included.If you work with operational support systems you really have no choice but to buy this book - I just hope that the next edition addresses the weaknesses.

Product Description
A guide to mastering one of the most strategically critical aspects of any telecommunications, ISP, or ASP business
Operational Support Systems (OSS) refers to the technical infrastructure that enables telecommunications companies, ISPs, ASPs, and CLECs to provide services directly to customers. In this important book, author Kornel Terplan draws upon his 25 years of experience as a top global telecommunications consultant to provide telecom operations managers and developers with the expert information and guidance they need to make strategic decisions about OSS in their companies. He reviews protocols and technology for service support, explores best practices for service development and provisioning, and provides expert guidance on tools and human resources for the technical service provider. Throughout, Terplan's approach to teaching OSS principles and practices is to present a real business problem and then walk you through the best solution.

From the Back Cover
The ultimate business survival guide for telecommunications service providers

If you're involved in the telecommunications industry, then you know how hard it can be to develop effective support and billing systems amid the dizzying rate of change and rapidly evolving Internet technologies. In this book, Kornel Terplan teaches you how. He cuts through the deluge of protocols, business processes, and tools, and guides you through best practices and real-world solutions you'll need to succeed in the digital marketplace.

Using ample practical examples and flowcharts, Terplan shows you not only how to meet the technical and administrative challenges facing today's service providers, but also how to take advantage of emerging opportunities in voice, data, and wireless services. Whether you work with telcos, ISPs, ASPs, CLECs, or another type of service provider, you'll want to know what Terplan has to say about:

• The impact of different services and products on your company's infrastructure
• Traditional, enterprise, and Web-based protocols-from Telecommunication Management Network (TMN) to XML
• A wide range of customer issues, including QoS, customer relationship management, and the billing process
• Order processing and provisioning, from inventory and service development to security management
• Network operational processes, from performance monitoring to data collection and management
• How to integrate support, documentation, and management systems and choose from existing products
• Human resources as a critical success factor, whether in stream-lining job profiles or the art ofteam building

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