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iTMS platform — unique modular software solution for the telecom market

An modern cloud-based Business Support System and Operations Support System with all the essential tools to support your client's needs in one system

Introduction

iTMS is a modern cloud-based Business Support System and Operations Support System that handles Billing, Rating, Order Processing, Business Flows, Call Center, Back Office, Tickets, Self-service and Provisioning in one system. Our focus is to listen to our customers and address and resolve the business challenges that crop up, so that new MVNO’s, resellers, products, and services can be launched faster. Uniquely designed multi-branding platform and comprehensive Business Support System containing all the essentail tools to support our client's services.

Philosophy

Based on our and our customers’ experience, we have designed the most advanced program in terms of user-friendliness, where the users are assisted in their tasks by a navigation principle that focuses on action sequences. The iTMS GUI is web browser-based, meaning there is no need for individual installations on user’s computers. All standard browsers are supported such as Internet Explorer, Chrome, Firefox, and Safari.

The GUI is developed using the .NET MVC application framework with the Microsoft SQL Server foundation. It is designed with scalability in mind and can handle high volume processing. Furthermore, iTMS is delivered with a standard list of web services, allowing customers to integrate their systems to the iTMS Platform, communicating to the system’s API. iTMS also supports most integration and batch processing formats. Standard business process flows are easily changed by Enhance Systems using our own developed graphical tool, which automatically interacts with the Workflow Engine. In the Workflow Engine, we design model and automate virtually all business processes.

Multi-branding for MVNE

As something unique, the flexible architecture of the iTMS Platform opens up for new types of business opportunities; MVNEs operating with multi-branding. With just one iTMS installation MVNEs can operate several brands/MVNOs and serve all end-users from a single environment.

Brands can share databases and product catalogues, or have their own individual databases, but the shared platform and integrations will serve them all. This also allows Customer Service Representatives to identify and seamlessly switch between brands/MVNOs in the iTMS Call center GUI, whilst end-users still associate the given service with their brand/MVNO.

Modules

iTMS is very flexible due to its enhanced system architecture and supports the delivery of selected modules and services, which can later be expanded as your business grows. This is defined as the Core standard of iTMS. To support different size businesses, all services have been designed with scalability in mind and can handle high volume processing. All services consist of a core part, and customized service solutions are developed as required. New core versions are made available to clients as new releases are scheduled.

Key features and functionalities

The system has been built with the user in mind, ensuring all user groups can manage their daily operational tasks, quickly and easily. In the next sub-chapters, we will describe the key functions and features of iTMS. A customised demonstration and guided tour through the GUI can be requested, based on the areas that are relevant for your business.

Configuration

Configuration of products, services and business process components.

Product management

iTMS Product management manages all product and service offerings in an easy-to-access format.

Rating management

In the iTMS Rating, GUI is where all necessary parameters are configured to rate and invoice usage of any kind.

Letter management

It is possible to create and edit Letter and Invoice templates within the iTMS Letter module.

User management

iTMS users and their access rights are managed in the iTMS User Administration GUI.

Self-service and order signup process

New end-users can be created in several ways, depending on the solution implemented.

Call center and customer account management

The iTMS Call center module facilitates flexible outsourcing of the customer services function.

Ticket functionality with work queues

The Letters tab gives access to all letters and correspondence that has been triggered by system actions and sent to the customer.

Order management

iTMS Order Management is delivered with standard order flows that cover a wide range of order processes within Mobile, Fixed Line, VoIP, Fiber, etc.

Back office management

The iTMS Back office menu provides the facility for dedicated user groups to work through action queues such as order actions, trouble ticket escalations, and letter print queues.

Account receivables and dunning

The Account receivable and Dunning modules provide the facility to manage processes associated with customers’ accounts and payments, based on individually integrated suppliers.

Inventory management

iTMS is developed with the standard facility to upload SIM card and phone number inventories in standard formats.

Billing / invoicing

iTMS Billing is one of the cornerstones of iTMS and offers full flexibility for choosing prepaid, postpaid, prepayment or a mix of these.

Rating and distributor

The CDR/EDR processor in iTMS is a mediation device that can handle various types of usage records for both postpaid and prepaid subscriptions.

API and Soap/Rest XML interface

The interface is currently a standard SOAP API, with an extension to support REST to run in parallel with SOAP being on our development roadmap.

Workflow engine and flow builder

iTMS is delivered with standard order flows that cover best practice order processes within mobile, fixed net, VoIP, Fiber etc. These standard flows include signup, cancellations, subscriber changes, number porting etc.

Provisioning

The iTMS Provisioning service supports service provisioning towards network operators and external partners. Within the workflows, it can be provided as an automated process with direct integration to different operators and network elements.

Integrations and batch processing

iTMS supports most integration and batch processing formats. All integration formats and processes are provider-specific and will be implemented on a time and material basis. Listed below are the most common integrations and batch processing elements that have been implemented for clients using iTMS.

Networks

Real-time provisioning towards fixed and mobile network operators requires direct integration via API, providing the facility to activate, maintain, suspend and deactivate subscriptions directly from iTMS.

Address and credit checks

For many of our clients, the the signup process requires an address and/or credit check to be performed for the new end-user. Data provided by the integrated systems can be stored in iTMS and be included in the workflow for approving or declining applications.

Payment gateways

For processing automatic credit card payments, iTMS has to be integrated to a payment gateway provider. It should be noted that it is the responsibility of the client to secure that credit cards are authorised and a transaction code is captured and submitted for auto processing, as iTMS will not store detailed credit card information.

SMS gateways

The SMS gateway interface can be integrated to send SMS’s to the end-users based on pre-defined flows or processes. The SMS templates associated to the processes can be configured and activated in the iTMS Letter GUI.

Print house/ERP systems

iTMS is able to generate and submit data to external ERP systems in various formats for invoice registration, print and post. Import and registration of processed payments and allocation of these against iTMS invoices is also part of the daily processes for many of our clients.

MobilePay

As a certified integrator, we always recommend our Danish clients to offer the end users to pay their subscription invoices with MobilePay.

Reporting

iTMS supports most integration and batch processing formats. All integration formats and processes are provider-specific and will be implemented on a time and material basis. Listed below are the most common integrations and batch processing elements that have been implemented for clients using iTMS.

GUI reporting module

iTMS has been developed with an integrated SQL MS Reporting Server, where different reports can be provided based on the business needs with a GUI menu to view reports in different formats. The Report Manager is a web-based tool that includes features for viewing and managing reports. It is part of a report server installation managed by Enhance Systems and retrieves information for the report output directly from the production database.

Data warehouse

With the Enhance Systems Data warehouse solution, our clients can acquire and analyse iTMS data. With frequently replicated data to a data warehouse, it is possible to extract the necessary information to create a wide range of reports, and also merge the data with information from other systems. With this solution, our clients have the freedom to develop reports showing, for example, customer information, patterns in product sales, churn, fraud and use the data for forecasting. The Data Warehouse can consist of a group of servers connected to a Storage Area Network (SAN) environment. As such data capacity can be extended substantially.

Hosting - private cloud

iTMS supports most integration and batch processing formats. All integration formats and processes are provider-specific and will be implemented on a time and material basis. Listed below are the most common integrations and batch processing elements that have been implemented for clients using iTMS.

Software as a Service (SaaS)

Using the iTMS Enhance private Cloud, your organisation can log in as soon as we have your iTMS installation set up and make the necessary customisations. You do not need to allocate technical staff to manage installations or software upgrades. We offer our customers a set of best practice standard service levels as an integrated part of our delivery. Our Data Centre service delivery and assurance team provides operational and maintenance expertise around the clock, and work in close cooperation with our integration and development teams.

Delivered and configured to a Public Cloud like (AWS and Azure)

With a public cloud solution, you have the advantage from an economy of scale, however in some situations performance can be an issue as your data transmission might be affected by spikes in use across the internet. If application performance is a deal-breaker for you, then our private cloud solution is recommended. You have more or less the same benefits as with the private cloud, so choosing Public Cloud is more a question of which Cloud is right for you. We are ready to provide advice based on your preferences.

Delivered and configured to a Public Cloud like (AWS and Azure)

If you have your own data centre established as part of a corporate policy and want to have the iTMS platform integrated locally, we can offer to manage the complete setup of iTMS in such an environment. The iTMS platform can be run on 1 virtual webserver, 1 virtual application server, 1 virtual collection server, and 1 physical MS SQL server. We recommend 2 x domain controllers (1 physical recommended) to track users and validate logins and 1 Cluster management server as well as a test environment and backup. Our general advice to your technical equipment is to always set up a redundant system and scale it so that performance and peak incidents will be easier to remediate and prevent interruptions. We are ready to provide advice based on your preferences.

Development and implementation model

During all implementations, Enhance Systems works closely with our clients to understand the business model and business processes in order to establish the scope and deliverables of the project. There are various factors that determine the implementation timelines. Typically for a new MVNO setup, the project can be completed within a 3 month period; however, dependencies on external operators and integration partners are a driving factor. The complexity and cost of the integration work are highly dependent on which system the integration partner is using, how detailed the technical specification documentation is, and the kind of support and help you get from the operator’s side.

Project methodology

Enhance Systems use SCRUM model to identify, develop and implement specific business requirements, which are needed to fulfill the overall project scope. The advantage of this model is that detailed requirements must not be identified initially but will be uncovered during the ongoing development and analysis process. Projects with dynamic requirements and the need for a fast Time-to-Market are the perfect match for this methodology, with a focus on high quality, on-time delivery, and simplicity. We share our client’s enthusiasm for the fast-paced telecommunications market and have a passion for delivering our customers entry to new markets at low cost and high quality.

Installation process

The iTMS project installation is generally split into 5 phases.

Phase 1:
The first important phase is the project kick-off, where workshops are held with all involved stakeholders to identify business processes, development tasks and provide high-level estimations for the project plan. If applicable, this is also where the migration approach is defined. In this phase, Enhance Systems will provide guidance and recommendations for the approach, based on our experience with similar projects.

Phase 2 + 3:
The next combined phases are where the implementation and testing starts. All identified development items will be prioritized together with the client and split up in 14-day work packages – so-called sprints - that are tested and deployed to QA after each sprint. This way the client is proactively involved throughout the whole implementation phase and will have the opportunity to test and review items shortly after them being developed. The final end-to-end user acceptance testing and data migration validation will be done by the client with the support from Enhance Systems.

Phase 4:
During the qualification phase, the production environment installation will take place, migration data will be prepared and training of all operational groups will be scheduled.

Phase 5:
Once the systems are live and in production, Enhance Systems provides a set period of post-release support for the project, ensuring all developed items are functioning as specified.