Modeling End-to-End Business Processes of a Telecom Company with a BCMP Queueing Network
A thorough analysis of business processes allows a communication and digital service provider to reduce costs and to carry out digital transformation efficiently, which are important factors of the telecommunication business success. Massive numbers of randomly arriving customer requests, real-time service and standardized and highly automated procedures make telecommunication company business processes a good subject for analysis using queueing theory. Such an analysis is facilitated by the extensive body of standards, developed by the global telecommunication industry association TM Forum and addressing various service business management issues. We propose an approach to estimating certain important TM Forum business metrics and other business process measures using a BCMP network that combines stochastic models of several standard TM Forum end-to-end eTOM business flows. The steady-state probability distribution of the model is derived along with the expressions for a number of performance measures.
KeywordsTM Forum Frameworx eTOM Business process framework Metrics framework Business process modelling Workflow Queueing network BCMP network Mean response time Capacity planning
The publication was financially supported by the Ministry of Education and Science of the Russian Federation (the Agreement number 02.a03.21.0008), RFBR according to the research projects No. 15-07-03608 and No. 16-07-00766.
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