Oracle Utilities: Service Order Management Fundamentals Ed 1

• Lesson 1: Introduction
• Safe Harbor Statement
• Agenda
• Introductions
• Introductions Product Management Team
• Introductions Some questions to consider answering
• Agenda A Broad Presentation of Content
• What this workshop is…and what it isn’t!
• Questions and Discussion
• Lesson 2: Functional Overview
• Safe Harbor Statement
• Agenda
• Service Order Process Evolution
• What is a service order?
• The Traditional Service Order Process
• The Evolving Service Order Process
• The need for a smarter integration solution
• The Metering Application Evolution
• Service Order Management Functional Overview
• Service Orders Span Systems
• The Oracle Solution
• Targeted Initial Release Functionality
• Doesn’t CC&B Process Field Activity Today? What gaps does SOM address?
• A more complete integration Leveraging the Smart Grid Gateway investment

What is the purpose of an “Orchestration Activity” ? Project accelerators for

• completing common business processes
• Orchestrators
• CCB Field Activity Type Profile – Current
• Service Order Orchestration – New
• Which Oracle Applications Are Required?
• Required Versions if Oracle Apps are used
• Product Demonstration
• Summarizing Benefits of the Oracle Solution
• Questions and Discussion
• Lesson 3: Technical Architecture Overview
• Safe Harbor Statement
• Agenda
• The Integrated Solution
• Oracle Utilities Integrated Suite
• Creation of a New Site or Service at a Site
• Creation of a New Site
• Service Location Data Synchronization
• Receipt of Meters and Similar Assets
• Creation of a New Asset (Device)
• Device Asset Data Synchronization
• Set Up a New Customer
• Update Account or Service Agreement
• Create a Service Request
• Update or Complete Service Request
• Install a Device
• Service Data Synchronization
• Device Installation Data Synchronization
• Practice 3-1 (30 minutes)
• Practice 3-2 (30 minutes)
• Architecture History and Overview
• Service Order Management
• AMI Integration Framework Today
• AMI Integration Framework in the Future
• Integration Framework
• Integration Platform Beyond AMI Integration
• A Smarter Integration Platform
• SOM – Technical Overview
• Architectural Scope and Common Objects
• What's The Purpose? Continuing the integrated architecture vision
• What's The Scope?
• A Few Terms You Will Hear
• A Few Terms You Will Hear (cont.)
• A Sample Data Flow
• A deeper dive into some of the key OUAF Objects
• Maintenance Objects in SGG for SOM
• Business Objects in SOM
• Orchestration Activities
• Orchestrator Activities (Review)
• Service Point States

Manual Meters: Correlation Between Installation Event State and the Install Status

• for Service Order Requests Option Type

Smart Meters: Correlation Between Installation Event State and the Install Status for

• Service Order Requests Option Type
• Enable Service Orchestrator Activity – Business Object Lifecycle
• Specific Activities
• Specific Activities (Review)
• Activities Spawn Other Activities This Is Already Part Of The Activity in SGG
• Specific Activity Lifecycles for BO’s that create OB Communications
• Specific Activities That Don't Create O/B Comms
• No O/B Communication Activity BO Lifecycle
• Field Activity Task Type
• Completion Events
• Completion Events – Continued
• Specific Activities Will Have Completion Events
• Questions and Discussion
• Lesson 4: Enable Service Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Enable Service Introduction
• Enable Service Introduction (continued)
• Enable Service How Does Starting Service Work Today?
• Enable Service How Does Starting Service Work Using Service
• Order Management?
• Functional Overview
• Enable Service Functional Overview
• Enable Service Functional Overview (continued)
• Enable Service High-Level Process Flow Diagram
• Enable Service Orchestrator Activity – Business Object Lifecycle
• Enable Service “Are SP and Device Ready?” State
• Enable Service Start Service Example
• Enable Service Start Service Example (Part 1)
• Enable Service Start Service Example (Part 2)
• Key Design Concepts
• Enable Service “Are SP and Device Ready?” State
• Enable Service Customer-Device Compatibility Check – Algorithm Logic
• Enable Service Customer-Device Compatibility Check – Algorithm
• Logic (continued)
• Enable Service Customer-Device Compatibility Check Example
• Enable Service Customer-Device Compatibility Check Example (continued)
• Enable Service Connect SP and/or Install Device – Algorithm Logic
• Enable Service Connect SP and/or Install Device – Algorithm Soft Parameters
• Enable Service Connect Device – Algorithm Logic
• Enable Service Connect Device – Algorithm Logic (continued)
• Enable Service Connect Device – Algorithm Logic
• Enable Service Connect Device – Algorithm Soft Parameters
• Enable Service Check for Measurement – Algorithm Logic
• Enable Service Check for Measurement – Algorithm Logic (continued)
• Enable Service Check for Measurement – Algorithm Soft Parameters
• Enable Service Update US/SP’s Override Start Date Time for Enable
• Service – Algorithm Logic
• Enable Service Specific Activities and Completion Events
• Questions and Discussion
• Practice Exercises
• Practice 4-1 (30 minutes)
• Practice 4-2 (30 minutes)
• Lesson 5: Disable Service Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Disable Service Introduction
• Disable Service How Does Stopping Service Work Today?
• Disable Service How Does Stopping Service Work Using Service
• Order Management?
• Functional Overview
• Disable Service Functional Overview
• Disable Service Functional Overview (continued)
• Disable Service High-Level Process Flow Diagram
• Disable Service Orchestrator Activity – Business Object Lifecycle
• Disable Service “Are SP and Device Ready?” State
• Key Design Concepts
• Disable Service “Are SP and Device Ready?” State
• Disable Service Disconnect Device – Algorithm Logic
• Disable Service Disconnect Device – Algorithm Logic
• Disable Service Disconnect Device – Algorithm Soft Parameters
• Disable Service Check for Measurement – Algorithm Logic
• Disable Service Check for Measurement – Algorithm Logic (continued)
• Disable Service Check for Measurement – Algorithm Soft Parameters
• Disable Service Update US/SP’s Override Stop Date Time for Disable
• Service – Algorithm Logic
• Disable Service Specific Activities and Completion Events
• Questions and Discussion
• Lesson 6: Cut Service for Non-Payment Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Cut Service for Non-Payment Introduction
• Cut Service for Non-Payment How Does Cut Service for Non-Payment
• Work Today?
• Cut Service for Non-Payment How Does Cut Service for Non-Payment Work Using
• Service Order Management?
• Functional Overview
• Cut Service for Non-Payment Functional Overview
• Cut Service for Non-Payment High-Level Process Flow Diagram
• Cut Service for Non-Payment Orchestrator Activity – Business
• Object Lifecycle
• Cut Service for Non-Payment “Are SP and Device Ready?” State
• Cut Service for Non-Payment Restrictions
• Cut Service for Non-Payment Restrictions – Business Day/Hour
• Cut Service for Non-Payment Restrictions – Business Day/Hour (continued)
• Cut Service for Non-Payment Restrictions – Seasonal
• Cut Service for Non-Payment Restrictions – Seasonal (continued)
• Cut Service for Non-Payment Restrictions – Life Support
• Cut Service for Non-Payment Restrictions – Life Support (continued)
• Cut Service for Non-Payment Restrictions – Always Dispatch Field Activity
• Cut Service for Non-Payment Restrictions – Always Dispatch Field
• Activity (continued)
• Cut Service for Non-Payment Field Activity Enrichment
• Cut Service for Non-Payment Field Activity Enrichment (continued)
• Key Design Concepts
• Cut Service for Non-Payment “Are SP and Device Ready?” State
• Cut Service for Non-Payment Disconnect Device for Non
• Payment – Algorithm Logic
• Cut Service for Non-Payment Disconnect Device for Non
• Payment – Algorithm Logic (continued)
• Cut Service for Non-Payment Disconnect Device for Non
• Payment – Algorithm Logic
• Cut Service for Non-Payment Disconnect Device for Non-Payment – Algorithm
• Soft Parameters
• Cut Service for Non-Payment Check for Measurement – Algorithm Logic
• Cut Service for Non-Payment Check for Measurement – Algorithm
• Logic (continued)
• Cut Service for Non-Payment Check for Measurement – Algorithm
• Soft Parameters

Cut Service for Non-Payment Update US/SP’s Override Stop Date Time for Disable

• Service – Algorithm Logic
• Cut Service for Non-Payment Specific Activities and Completion Events
• Questions and Discussion
• Practice Exercises
• Practice 6-1 (15 minutes)
• Practice 6-2 (5 minutes)
• Practice 6-3 (30 minutes)
• Lesson 7: Reconnect Service for Payment Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Reconnect Service for Payment Introduction
• Reconnect Service for Payment Introduction (continued)
• Reconnect Service for Payment How Does Reconnect for Payment
• Work Today?
• Reconnect Service for Payment How Does Reconnect for Payment Work Using
• Service Order Management?
• Functional Overview
• Reconnect Service for Payment Functional Overview
• Reconnect Service for Payment High-Level Process Flow Diagram
• Reconnect Service for Payment Orchestrator Activity – Business
• Object Lifecycle
• Reconnect Service for Payment “Are SP and Device Ready?” State
• Key Design Concepts
• Reconnect Service for Payment “Are SP and Device Ready?” State
• Reconnect Service for Payment Reconnect Device for
• Payment – Algorithm Logic
• Reconnect Service for Payment Reconnect Device for Payment – Algorithm
• Logic (continued)
• Reconnect Service for Payment Reconnect Device for
• Payment – Algorithm Logic
• Reconnect Service for Payment Reconnect Device for Payment – Algorithm
• Soft Parameters
• Reconnect Service for Payment Initialize US/SP’s Override Stop Date
• Time – Algorithm Logic
• Reconnect Service for Payment Specific Activities and Completion Events
• Questions and Discussion
• Practice Exercises
• Practice 7-1 (15 minutes)
• Lesson 8: Back to Back Service Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Back to Back Service Introduction
• Back to Back Service Introduction (continued)
• Back to Back Service How Does Starting Service Work Today?
• Back to Back Service How Does Starting Service Work Using Service
• Order Management?
• Functional Overview
• Back to Back Service Functional Overview
• Back to Back Service High-Level Process Flow Diagram
• Back to Back Service Orchestrator Activity – Business Object Lifecycle
• Back to Back Service “Are SP and Device Ready?” State
• Key Design Concepts
• Back to Back Service “Are SP and Device Ready?” State
• Back to Back Service Customer-Device Compatibility Check – Algorithm Logic
• Back to Back Service Customer-Device Compatibility Check – Algorithm
• Logic (continued)
• Back to Back Service Connect Device – Algorithm Logic
• Back to Back Service Connect Device – Algorithm Logic (continued)
• Back to Back Service Connect Device – Algorithm Logic
• Back to Back Service Connect Device – Algorithm Soft Parameters
• Back to Back Service Remote Turn Off Turn On – Algorithm Logic
• Back to Back Service Remote Turn Off Turn On – Algorithm Soft Parameters
• Back to Back Service Check for Measurement – Algorithm Logic
• Back to Back Service Check for Measurement – Algorithm Logic (continued)
• Back to Back Service Check for Measurement – Algorithm Soft Parameters
• Back to Back Service Update Usage Subscription for Back to Back
• Service – Algorithm Logic
• Back to Back Service Specific Activities and Completion Events
• Questions and Discussion
• Lesson 9: Meter Exchange Deep Dive
• Safe Harbor Statement
• Agenda
• Introduction
• Meter Exchange Introduction
• Meter Exchange Introduction (continued)
• Meter Exchange How Does Meter Exchange Work Today?
• Functional Overview
• Meter Exchange Functional Overview
• Meter Exchange High-Level Process Flow Diagram
• Meter Exchange Orchestrator Activity – Business Object Lifecycle
• Meter Exchange “Are SP and Device Ready?” State
• Meter Exchange Meter Exchange Role
• Meter Exchange Meter Exchange Role (continued)
• Key Design Concepts
• Meter Exchange “Are SP and Device Ready?” State
• Meter Exchange Connect Only If Previously Connected – Algorithm Logic
• Meter Exchange Create Meter Exchange Field Activity – Algorithm Logic
• Meter Exchange Connect Device – Algorithm Logic
• Meter Exchange Connect Device – Algorithm Logic (continued)
• Meter Exchange Connect Device – Algorithm Logic
• Meter Exchange Connect Device – Algorithm Soft Parameters
• Meter Exchange Decommission Removed Meter – Algorithm Logic
• Meter Exchange Specific Activities and Completion Events
• Questions and Discussion
• Lesson 10: Appointment Booking Process
• Safe Harbor Statement
• Agenda
• Appointment Booking Process Overview
• Appointment Booking Process Appointment Booking Process Overview
• Appointment Booking Process Basic Appointment Functionality
• Overview (continued)
• Appointment Booking Process How Does Appointment Booking Process Work Using
• Service Order Management?
• Missed Appointment Notification
• Appointment Booking Process Missed Appointment Notification
• Appointment Booking Process Missed Appointment Notification (continued)
• Appointment Handling by Non-Requesting System
• Appointment Booking Process Appointment Handling by
• Non-Requesting System
• Appointment Booking Process Appointment Handling by Non-Requesting
• System (continued)
• Appointment Booking Process How Does Appointment Handling by Non-Requesting
• System Using Service Order Management?
• Configuration & Demonstration
• Appointment Booking Process Master Configuration Setup
• Appointment Booking Process Field Task Type Setup
• Appointment Booking Process Appointment Portal
• Questions and Discussion
• Lesson 11: Management Dashboard
• Safe Harbor Statement
• Program Agenda
• Management Dashboard Overview
• Management Dashboard Requirements
• Management Dashboard Target Users
• Management Dashboard
• Management Dashboard Design Approach
• Service Order Operational Dashboard KPI’s
• Practice 11-1 (30 minutes)
• Service Order Trends Dashboard KPI’s
• Practice 11-2 (30 minutes)
• A Closer Look at the Design
• Management Dashboard High-Level Design Approach
• Management Dashboard Design Approach
• Embedded Analytics – Design Approach Accumulators versus Snapshots
• Demo Data Setup for Each of these MC Types
• Master Configuration Setup Management Dashboard
• Tolerances and Content
• Look and Feel
• Appendix Charts and Graphs Screenshots and Explanations
• In-Flight Activities By Type
• In-Flight Activity Trend
• In-Flight Activities with Issues
• In-Flight Activity Status Distribution
• Efficiency Trend for In-Flight Activities
• Service Order To Do Summary
• Management Dashboard Sample Charts and Graphs Service Order
• Trends Dashboard
• Orchestration Issues Trend
• Field Issue Distribution Over Time
• Activity Success Trend
• Activity Creation Trend
• Activity Completion Efficiency Over Time
• Questions and Discussion
• Lesson 12: Additional Items: FA Remarks, Update, and Cancel
• Safe Harbor Statement
• Program Agenda
• Field Activity Remarks
• Field Activity Remarks – Design Approach
• Service Order Management – Field Activity Remark Type Configuration
• Cancel Field Activity
• Cancel Orchestration Introduction
• Source-Initiated Cancellation High-Level Overview
• Source-Initiated Cancellation MWM Causes A Challenges
• Source-Initiated Cancellation Cancel Orchestrator Will Be Linked To One Or
• Two Activities
• Source-Initiated Cancellation Orchestrator Activity – Business
• Object Lifecycle
• Source-Initiated Cancellation Cancel Orchestrator Algorithm Summary
• Field-Initiated Cancellation Requires Manual Efforts
• Update Field Activity
• Update Orchestration Introduction
• Source-Initiated Update High-Level Overview
• Source-Initiated Update Processing Logic with MWM
• Source-Initiated Update Orchestrator Activity – Business Object Lifecycle
• Source-Initiated Update Field Activity – Reschedule Appointment
• Field-Initiated Update Interim Status Update from MWM
• Where to go to get more information
• OPN Knowledge Zone SGG and SOM specific Content
• Demo Data Scenarios Examples of Many Orchestrators
• Questions and Discussion
• Lesson 13: Advanced Topics: Extensibility Patterns
• Safe Harbor Statement
• Service Order Management Extensibility
• Product Delivery Strategy
• Service Order Management Extensibility – Activity Data
• Activity Data Extension
• Service Order Management Extensibility – Processing
• Configuration Baseline Objects
• Three Tiers of Extension Complexity
• Tier 1 Extensions
• Tier 1 Activity Extension – Admin Configuration
• Tier 1 Activity Extension – Field Task Type Configuration
• Tier 1 Activity Extension – Meter Exchange
• Meter Exchange Orchestration Type
• Device Install Special Role Extendable Lookup
• Tier 2 Extensions
• Tier 2 Extensions Examples
• Tier 2 Extensions Examples (Continued)
• Tier 2 Extensions Field Task Type Behaviors
• Tier 3 Extensions
• Service Order Management Exception Handling
• Retrying from Error States
• Discard Reason
• Third Party Applications
• A Third-Party Mobile Workforce System
• Questions and Discussion