ETIS Annual Report 2009 I 2010

ETIS Central Office Sharing Knowledge is our Strength! Avenue Louise 331 BE-1050 Brussels, Belgium Tel. +32 2 223 07 71 - Fax. +32 2 219 26 28 www.etis.org ETIS Annual Report 2009 I 2010

Sharing Knowledge is our Strength! Table of contents Foreword Foreword It is with great pleasure that I am able to present this year’s Annual Report. These are interesting times in the Telecom industry as next generation networks and IT are converging to supply new value added services. This also places ETIS as an organisation at the heart of the telecom industry more than ever before. This has been an exciting year as ETIS has welcomed several new members and has launched new activities and covered many interesting topics. Despite the economic slowdown and widespread travel restrictions we have also seen a continued increase in our participation levels which shows that our members are getting real value out of their memberships.

Looking back on this past year we have seen our members also received several new Associate Members that have trying to become more customer centric and reliant on IT to helped to support our specific activities with their valuable deliver new services. In the past, the Telcos’ key asset was its contributions to our working groups and events. network and infrastructure but our members say that ‘data’ This year ETIS continued to produce benchmarking surveys, is the core asset now. The separation of the ‘pipe’ from deliverables and best practices which has become an services again stresses the importance of ‘data’ and IT as excellent way to share knowledge and create value in the the enabler in the future telco business. Responding to this working groups. A number of surveys and benchmarking Table of contents issue we organised the ETIS Community Gathering 2009 on studies have also been completed such as TeBIT, the CSS the theme of: ‘Data is King - The key asset for Future Telco Quarterly Survey, the Procurement & Vendor Management business!’. The Gathering managed to assemble over 150 of Survey, the Business Intelligence & Data Warehouse Survey, its members in Istanbul and the feedback received showed the Enterprise Architecture COTS Usage and Business that it was a resounding success. ETIS Council 2 Process Surveys and the Information Security Benchmark. During the past year ETIS brought together our CIOs to Last but not least, ETIS also conducted an internal IT Management Board 4 discuss key topics such as:’’Future Telco Scenarios & IT as audit and completely rebuilt its IT infrastructure to better an Enabler”, “Demonstrating business value gained by safeguard this valuable knowledge. Central Office 6 the innovative use of data in Telcos” as well as “Next It is important to remember that ETIS is a member driven Generation Network and Tactical Procurement issues”. New Members 8 organisation and it is you, the members, who own this Much was learned as our members shared knowledge on organisation and decide on the topics to be covered. One how to deal with the latest opportunities and challenges ETIS Events 10 challenge remains for everyone and that is for members facing the Telcos. This once again proves that ETIS is the to try and increase the ETIS footprint in their respective trusted platform where our members can share knowledge CIO Executive Forum 12 companies. We encourage you to take full advantage of on these critical issues. your membership to help you meet future challenges in Information Security & Anti-Spam 14 This past year continued to show high levels of activity with your business by taking part in relevant ETIS activities, our ETIS Community Gathering in Istanbul, CIO Workshop exchanging experiences and best practices and using the Billing 16 in Bonn as well as many working group meetings all over ETIS network effectively. Europe. During these events our members continually Customer Self-Service 17 showed their commitment and interest in sharing experiences and best practices with their peers and working Enterprise Architecture 18 together on common challenges. I would also like to take this opportunity to thank all of the working group TeBIT Benchmarking Study 19 Chairmen who volunteered their time and leadership to move our groups forward. I would also like to welcome Procurement & Vendor Management 20 Yours sincerely, our newest Full Members, Cosmote, Crnogorski Telekom Business Intelligence & Data Warehouse 21 and Romtelecom who joined us at the beginning of 2010 and have already been very active participants in the ETIS Information Services 22 Community. We are looking forward to sharing knowledge Tora Tenden with them and continuing this strong partnership. ETIS ETIS Chairman ETIS Members, Associates & Partners 24

About ETIS 26

1 ETIS Annual Report 2009 I 2010 ETIS Council ETIS Council

Council Report

Tora Tenden Kees Stock Bjørn Reimers Mark Easton ETIS Chairman KPN TeliaSonera BT since May 2002 Council member Council Member & Treasurer Council Member since May 2009 since June 2006 since November 2006

The main responsibility of the Council is to ensure the ETIS Activities & events efffective management of ETIS allowing the organisation to provide benefits to its member companies by enabling the During the year the Council was greatly involved in the exchange of experience and information on the use of IT numerous activites ranging from setting of Strategic Andreas Asimomitis Wim De Meyer Gerry Quinn Thomas Fach within the telecom business. The Council has, by the authority Objectives for 2009-2011 to the preparation of the ETIS OTE Belgacom Eircom Deutsche Telekom of the Management Board, the necessary executive powers Community Gathering hosted in Istanbul as well as the Council Member Council Member Council Member Council Member for the actual management of the ETIS foundation. It consists two Management Board meetings hosted by Deutsche since April 2007 since October 2007 since May 2008 since November 2008 of 7 to 9 members of the Management Board and members Telekom in Bonn and Turkcell in Istanbul. They also of the Council are elected for a period of two years. continuously followed up the progress and achievements of ETIS working groups and played a key role in CIO In the past year, the Council had seven formal meetings Executive Workshops and the ETIS Benchmarking ETIS Strategy & Objectives note that the Council is also measuring satisfaction either physically or via conference calls. Below is an activities. The new Billing Working Group was formally levels and the majority of the responses received show overview of the key items which have been dealt with structured during this period. The Council conducted a review of the existing ETIS that our members are ‘satisfied’ or ‘very satisfied’ with during the reporting period April 2009-2010 Strategy in February 2009. The aim of the exercise was our activities. Looking at our information services our not to re-do the ETIS Strategy from scratch but rather website continues to show impressive growth and our Council members to discuss the existing strategic objectives and update members’ corner has achieved a critical mass of users. them to take us into the coming years. The outcome During this reporting period, the ETIS Council welcomed of the review resulted in the ETIS Strategic Objectives In 2009-2010 three new Members joined ETIS, Cosmote, one new Council member. Kees Stock of KPN joined in for the period 2009–2011 including defined KPI’s to The ETIS Council is the driving force Crnogorski Telekom and Romtelecom; as well as several May 2009 in order to replace Eric Kramer from KPN. ETIS measure the progress towards the different Strategic behind the adoption of new ETIS new Associate Members. But we must not loose from would like to sincerely thank Eric Kramer from KPN for Objectives. sight that we still have some work to do to achieve our all his years of dedicated service and commitment as an activities. strategic objective of 30 members. In conclusion ETIS ETIS Council Member. Wim de Meyer from Belgacom The progress made towards the strategic objectives is feels that the KPIs show that it has been progressing and Andreas Asimomitis from OTE were re-elected for closely monitored by the Council with the support of steadily towards achieving its strategic objectives and another period of two years. It is also important to note Many of the new topics that are covered the Central Office. Looking at the KPIs one can see that that it is a flexible organization that is continually re- that Tora Tenden was re-elected for a period of two in ETIS come from the Council and there has been a consistent increase in the participation inventing itself by listening to its members’ needs. years as ETIS Chairman. they are heavily involved in the setting levels in our various working groups, workshops and of agendas for our Board meetings, conferences during the past years. It is important to workshops and conferences.

2 3 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 37th Management Board Meeting 38th Management Board Meeting

37th Management Board meeting hosted by Deutsche Telekom in Bonn 38th Management Board Meeting

The ETIS Management Board gathers twice a year and handles the various administrative matters such as defining the budget. The Board also oversees the working groups progress together with th approving new activities, events and 37 Management membership applications.

Board Meeting th 38 Management Board meeting hosted by Turkcell in Istanbul The Management Board determines the policy of also elected as ETIS Council Members during the ETIS and approves the annual budget. The Board meeting. consists of representatives from all companies who The Board took the time to discuss the ETIS Strategy are full members of ETIS. The Management Board for 2009-2011 and reviewed the Strategic Objectives ETIS held its 38th Management body within the European Commission. meets twice a year to exchange ideas, identify for 2009-2011 including defined KPIs to measure Board meeting in Istanbul, topics of interest and common concerns. The All of the working group Chairmen presented an the progress. The Central Office also presented the Turkey on 14 October 2009 Management Board also elects a Chairman and overview of their respective working group’s activities ETIS Deliverables such as the various benchmarking which was hosted by Turkcell. Secretary-Treasurer for a two year period. The Board during the past year and future plans. It is important to studies, surveys, best practices and reports as well ETIS also took the opportunity authorises the formation of Working Groups, with note that the demand for doing benchmarks and surveys as all the presentations and minutes of our various to organise the ETIS Community Gathering 2009 in specific responsibilities to pursue these topics. is growing in almost all of the working groups. The meetings which are hosted on the members corner. Istanbul during the following two days. Central Office also presented the Annual Report 2008- The refreshed ETIS Branding was also presented ETIS held its 37th The Board Meeting consisted of administrative and 2009 together with the meeting’s calendar for 2010. and well received by the Management Board. Management Board meeting, financial matters and a report on ETIS activities. During The Board members also took the opportunity to hosted by Deutsche Telekom the meeting the Management Board unanimously voted network and update each on their company’s overall in Bonn on 27 May 2009. The to re-elect Wim de Meyer from Belgacom as a Council organisational structure, transformation plans and Management Board meeting member for a period of two years. The Chairman also future perspectives. focused on ETIS strategy, administrative matters and announced that ETIS had, since the previous meeting, the election of Council members. The Management two new members, Crnogorski Telekom and Romtelecom. Board unanimously voted to re-elect Tora Tenden as Also three new Associate Members had joined; Teradata Chairman for another two year period. Kees Stock and Synacor and Trend Micro. A partnership agreement from KPN and Andreas Asimomitis from OTE was had also been signed between ETIS and ENISA, a security

4 5 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 ETIS Central Office ETIS Central Office

Central Office IT Infrastructure New Office Manager One of the major exercises for the year was the ETIS is pleased to announce that it has a new Office complete refreshment of the ETIS IT Infrastructure. Manager, Joanna Fitzgerald, who joined ETIS in During 2009 the Central Office undertook a complete November 2009. audit of its IT infrastructure. The result was a brand new Joanna is a British citizen but has lived in Brussels since IT infrastructure hosted in a data center that provides 1971. Joanna brings with her over 30 years of experience better performance, availability, security, resilience in the secretarial/office management field. She has already and business continuity of our web services. This was worked in a number of Brussels based associations and her important in order to protect our knowledge base and wide range of experience and administrative skills is a real to take us safely into the coming years. asset to the ETIS Central Office. Now that we have a secure IT platform the Central Office has also been researching how to take advantage of web 2.0 technology, social networking Refreshed ETIS Logo and collaboration tools in order to build a new and One of the final steps in the ETIS re-branding exercise improved members’ corner. We are currently building was to refresh the ETIS logo. After looking at several our new website and members’ corner which should be permutations and proposals we have found that by ready for use at the end of 2010. simply removing the ‘eye’ in the E of the logo we can The Central Office, is a permanent group of personnel get rid of the cartoon-like aspect of the logo whilst employed by ETIS to provide stable administrative maintaining the brand recognition that we have built support, management, project co-ordination, internal Number of participants over the years. Below is the refreshed ETIS logo which and external communications and information to Terje Tøndel Fred Werner One of the tasks of the ETIS Central Office is to has been in effect since September 2009. Managing Director facilitate the activities of the Council, the Management Business Development maintain links with members and encourage member Manager Board and Working Groups. participation in ETIS activities. The following graph shows that there has been a healthy increase in activity One of the main activities for the Central Office was the with our members participating in more working group preparation of the ETIS Community Gathering hosted in meetings, workshops and gatherings which is a positive Istanbul on 15-16 October 2009. A lot of effort was also sign that ETIS is growing in the right direction. Despite put towards the organisation of the various working the economic crisis and wide spread travel restrictions group meetings, Management Board meetings, Council 2009 continued to show impressive attendance levels. Meetings and CIO workshops all over Europe.

The Central Office is also key in helping to produce ETIS deliverables such as Benchmarks, Surveys and Eirini Markoula Joanna Fitzgerald 662 Reports. This year the Central Office helped to produce Benchmarking Project Office Manager 577 563 the following deliverables: the TeBIT Benchmarking Co-ordinator Number of Participants Study, the Customer Self-service Quarterly Survey, the 523 Procurement and Vendor Management Benchmarking 421 Study, the document on KPIs for Procurement, the Information Security Data Retention Survey, the Business 328 Intelligence Maturity Survey, the Operational Business

Intelligence Survey, the Information Security Benchmark, 167 the Enterprise Architecture COTS Usage Survey and the Business Process Management Survey. These surveys are an excellent way for our members to share knowledge. Jørn Ole Skaaraas 2003 2004 2005 2006 2007 2008 2009 IT Support Member Participation Levels in ETIS Working Groups & Events 2003-2009

6 7 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 New Members New Members

telephony. Currently, the company offers to its clients voice, devices. By working closely with ETIS members, Synacor will data and broadband Internet services, bundled packages be able to accelerate the availability of innovative technology including IT equipment, as well as complex IT&C solutions. At solutions that enable authentication of subscribers, so that the same time, the company continuously worked to improve service providers can provide specific “entitled” programming its customer care service, objective which was best expressed by and targeted advertising and promotions. the “Customer 1st” program, launched in 2007. “While we have established a reputation for delivering high quality Crnogorski Telekom Joins ETIS as a Full Member solutions and service to our customers in the United States, we are the first to recognize the value of listening to and learning from Crnogorski Telekom (CT) joined leaders in new markets,” said Bram Lokers, Sales Director for ETIS in 2009 and the ETIS Member Synacor in Europe. “We are looking forward to working with ETIS Representative is Valentina Radulovic, members to help them to identify solutions that will enable them to Deputy IT Director of CT. Crnogorski Telekom is the biggest attract customers and generate new revenue.” New Members telecommunication company in Montenegro. It provides full range of fix, mobile and internet telecommunication services. Trend Micro joins ETIS as an Associate Member

About Crnogorski Telekom Trend Micro joined ETIS as an Associate Crnogorski Telekom is the main fixed line service provider in Member in early 2010 and has since Montenegro. Crnogorski Telekom provides local, national been an active contributor to the and international services, in addition to a wide range of Anti-Spam Co-operation group Matt Yang, Antispam Product telecommunications services involving leased line circuits and Manager, will be the Trend Micro member representative and data networks. had the following to say about joining ETIS. “The reason why we COSMOTE joins ETIS AS a Full Member strong operational performance for COSMOTE Group in all joined ETIS is to identify ISP spam problem and collaborate with ISPs to markets. Revenues exceeded 3.26 billion Euro, while EBITDA For the past five years, Crnogorski Telekom’s major operational improve Trend Micro’s anti-spam solution.” We are looking forward COSMOTE joined ETIS as a Full Member profitability reached 1.14 billion, with EBITDA margin at 35%. goals were to finalize digitalization of the fixed line network to welcoming them to the ETIS community and seeing them at in 2009 and is set to share knowledge and to increase the capacity and reliability of data network, future events. with our members in our upcoming Romtelecom joins ETIS as a Full Member consequently creating conditions for increase of subscribers of working groups and events. The member representative is broadband and voice services. The digitalization rate reached ENISA Joins etis as a Partner Christos Christopoulos, COSMOTE Group IT Director and he had Romtelecom joined ETIS as a Full 100 percent by the end of 2007 and ADSL coverage exceeded the following to say about joining ETIS. “We strongly believe Member at the end of 2009. The 94% of PSTN customer base by the end of 2009. ETIS and ENISA signed a partnership that our participation in ETIS will be beneficial for us, member representative is Nicoleta Preda agreement in late 2009. ETIS has been providing us with the opportunity to share know-how, experience and she had the following to say about Teradata joins ETIS as an Associate Member co-operating with ENISA on a number and ideas with the biggest fellow Telecoms Operators in Europe”. joining ETIS. “Regarding the reason why Romtelecom joined ETIS, of Information Security related topics COSMOTE plans to be active in a number of ETIS working I would say that aiming to continuously increase the quality of the Teradata joined ETIS as an Associate during the past years and have now Groups and we are looking forward to welcoming them to the products and services we offer to our customers, Romtelecom is trying Member in late 2009. Teradata made entered into a formal partnership. ETIS community and seeing them at future events. to keep up with telco’s specific standards and trends. We understood the keynote presentation at the ETIS that knowledge and experience are vital for this and ETIS offered us Community Gathering in Istanbul and is now active in the ENISA was set up to enhance the capability of the European About COSMOTE a great opportunity to share them with teams from other companies Business Intelligence Working Group. Paul O’Carroll, Telco Union, the EU Member States and the business community COSMOTE, member of OTE Group, started commercial having similar concerns and activity, but also to spend special moments Practice Director is the Teradata member representative and to prevent, address and respond to network and information operations in Greece in April 1998, five years after its and build strong professional relationships.” had the following to say about joining ETIS. “Teradata is very security problems. In order to achieve this goal, ENISA is a competitors, and in record time achieved the leading position pleased to be part of ETIS. We completely support the principle of Centre of Excellence in Network and Information Security in the domestic mobile market, obtaining the title of the About Romtelecom community activities to drive best practices and look forward to being and is stimulating the cooperation between the public and most successful third entrant in Europe. Today, COSMOTE is Romtelecom is a company in full swing on the Romanian an active participant throughout 2010.” We are looking forward private sectors. the operator with the strongest presence in SE Europe, with communications market. In the last years, Romtelecom has to welcoming them to the ETIS community and seeing them at 21.4 million customers in an extended market of 45 million evolved intelligently, with many efforts, from a former state future events. people in four countries: Greece, Albania, Bulgaria and monopoly to a private company that is now connected to the Romania through its subsidiaries AMC, GLOBUL and COSMOTE sophisticated technology of this millennium. Synacor joins ETIS as an Associate Member Romania. A milestone in COSMOTE’s history is the acquisition Today, Romtelecom offers reliable, innovative and easy-to-use of GERMANOS, the most successful telecom retail network in services, from the traditional fixed telephony to high quality Synacor joined ETIS as an Associate Member the region which has enabled the Group to further enhance Internet, digital TV, to the most secure hosting data center in in 2010 and has since been an active its market appeal and customer base growth momentum. In Romania, voice and data bundled services and a permanently contributor to the Customer Self service November 2009, the Group acquired Telemobil S.A. (Zapp), supervised and improved Customer Care program. Romtelecom, working group. The member representative is Bram Lockers, further enhancing its growth profile in Romania, gaining the leader of the fixed line communications market in Romania, Sales Director for Synacor in Europe, Synacor. access to 3G license & infrastructure. Based on its state-of-the- went through a period of major transformations in the last art telecom network and its end-to-end product portfolio years, managing to successfully face the challenge of becoming Synacor joined ETIS as part of an increasing effort to address COSMOTE continues on its successful track record, based on a more efficient operator and of developing its portfolio of growing market demand in Europe for the delivery of Web- constant growth and innovation. 2008 has been a year of very alternative services, besides its traditional offer of fixed line based programming and applications across multiple digital

8 9 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 ETIS Events ETIS Events

This was a really interesting two day conference with presentations from Deutsche Telekom, Croatian Telecom, Turkcell, TeliaSonera, Belgacom, CYTA, OTE – and that was just in the BI working group, only one of several sub-groups that met this week. It was one of those conferences where you wish you could be in three rooms at once because there was so much great information shared. One of the things I liked best was the amount of sharing between the operating companies in different countries. Paul Barret, Teradata

ETIS Chairman, Tora Tenden opening the ETIS Community Gathering 2009 in Istanbul

ETIS Community Gathering 2009

As the Telco becomes more customer centric and reliant on The Gathering began with a common session on the topic IT to deliver, run and manage new services and processes, of ‘Data is King - The key asset for Future Telco business!’. ‘information’ or ‘data’ has been identified as the single The session looked at how ‘Data’ has become the Telco’s most important asset in the Telco. In the past, the Telcos’ core asset and how to best take care of that key asset in key asset was its network and infrastructure but our order to achieve business objectives, create new business members say that ‘data’ is the core asset now. opportunities and try to anticipate where the competition The remainder of the Gathering was dedicated to parallel is heading. sessions for the following working groups: Information This is becoming more and more accentuated as Telcos Security, Enterprise Architecture, Procurement & Vendor move up the IP value chain and also as telecom separation Tora Tenden, ETIS Chairman opened the Gathering and Management, Business Intelligence & Data Warehouse and is coming into force across Europe. The separation of the stressed the importance of using ‘data’ and ‘IT’ as an Customer Self Service. The Gathering also featured a CIO ‘pipe’ from services again stresses the importance of ‘data’ enabler to create new business for the Telcos. Ilker Kuruoz, Stream that covered the topics of ‘Demonstrating business and IT as the enabler in the future telco. Responding the CIO of Turkcell, followed by demonstrating the power value gained by the innovative use of data in Telcos’ and to this critical issue the theme of the ETIS Community of location based analysis and the data that could be ‘Generation network and Tactical Procurement issues’. Gathering 2009 was ‘Data is King - The key asset for Future used in developing marketing strategy and improving the Telco business!’. customer experience. This Gathering was an ideal opportunity for all of the members, associates, partners and working groups to get The ETIS Members met in Istanbul last autumn to share to know one another, learn about each other’s activities, knowledge at the ETIS Community Gathering 2009. plans and expectations and above all, share knowledge. The Gathering was held in conjunction with the 38th Management Board hosted by Turkcell. This highly successful event brought together 150 participants from 46 companies to share knowledge on key ICT issues facing the Telecom industry.

10 11 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 CIO Executive Forum CIO Executive Forum

CIO Executive Forum

ETIS Members at the T-Mobile Product Center

In response to the critical issues facing the CIOs in the Scenarios & IT as an Enabler’. The workshop was how this relates to the overall investments of the Telecom industry ETIS launched the CIO Executive Forum. attended by senior ICT Executives from companies such CIO Stream – ETIS Gathering, Istanbul company. They discussed which models are used related The CIO Executive Workshop series has been running as Deutsche Telekom, KPN, Belgacom, OTE, Telecom to Next Generation Networks and identified the main The ETIS Community Gathering 2009 featured an since 2003 and is one of the cornerstones of ETIS. The Italia, Croatian Telecom, TeliaSonera, Telenor as well problems related to vendors. The role of the vendors afternoon CIO Stream consisting of two roundtable forum provides a unique opportunity for CIOs from the as invited speakers from Cisco, Detecon and Boston in the overall governance of projects and how can they sessions covering the topics of ‘Demonstrating telecommunication providers, to share the knowledge Consulting Group. help to minimize risks and increase success rates was business value gained by the innovative use of data and experiences, and to discuss the current challenges, also discussed. Last but not least, it looked at how cost in Telcos’ and ‘Next Generation Network and Tactical such as the use of IT to enable real transformation of The first half of the workshop looked at future possible control is achieved and how to keep IT budgets under Procurement issues’. The CIO Stream was attended by companies. scenarios and business opportunities for the Telcos in control for big projects. companies like Belgacom, Croatian Telecom, Deutsche the coming years. The second half looked at the CIO’s Telekom, KPN, OTE, Oger Telecom, Telecom Italia, CIO Workshop – Deutsche Telekom, Bonn role and how IT will be the enabler for the Future The two roundtable sessions generated a lot of Telekom Austria, TeliaSonera, Turk Telekom and Avea. Telco. The workshop participants were welcomed by interesting discussions and a lot was learned from the An ETIS CIO Executive Workshop was held in conjunction Deutsche Telekom Group CIO, Steffen Roehn who gave members’ practical experiences on these topics. with the 37th ETIS Management Board meeting which The first roundtable, ‘Demonstrating business value an update on the latest IT challenges. The workshop was hosted by Deutsche Telekom in Bonn on 27 May gained by the innovative use of data in Telcos’, was featured a keynote presentation from Ross Fowler - Vice 2009. The theme of the workshop was ‘’Future Telco chaired by Andreas Asimomitis from OTE. During this President Service Providers Europe, Cisco who presented session each participant provided an update addressing on ‘SP2015 Report – Future Scenarios for Telecoms’. success stories from their companies where they have Other topics that were covered in the workshop were utilized ‘data’ in a new way resulting in concrete ‘IT & Data Security - Burden or Business Opportunity?’, business value. ‘The Next Generation Telco CIO: Taming the IT

Transformation Beast’ and ‘The Next Generation Telco The second roundtable, ‘Next Generation Network and CIO: Innovation partner for the business’. Tactical Procurement issues’, was chaired by Wim de Meyer from Belgacom. The objective of this roundtable was to exchange views on the various models employed by Telcos to deal with vendors and system integrators related to ‘Telco Transformation’. During this session CIO Executive Workshop hosted by Deutsche Telekom in Bonn each participant provided an update addressing the scope of transformation, the level of investments and CIO Stream during the ETIS Gathering in Istanbul

12 13 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 Information Security WG Information Security WG

Anti-Spam Co-operation Group Information Security

The ISWG is a great forum to get insight into experiences related to Information Security within other European Telco’s. Information is an essential asset to a Telco, and vitally important to business operations and long-term viability. With its variety of topics ranging from security governance and standards, to external threats and digital warfare, the ETIS ISWG responds to every aspect of these challenges Telco’s face in the present landscape. There is just no similar group, where everyone is so open to share information as within the ETIS ISWG. Working together works! Andy De Petter, ISWG Chairman, Belgacom Information Security Benchmark meeting hosted by TNO in Delft

Anti-Spam Co-operation Group hosted by Information Security Benchmark 2010 Turk Telekom in Istanbul The role of the Information Security Working Group (IS WG) is to The second meeting was hosted during the ETIS Community Building on the success of 2009 Information share knowledge and experiences among members concerning Gathering in Istanbul on 15-16 October 2009. Security Benchmark, the ETIS Security Group ETIS Anti-Spam Co-operation Group Information Security and related matters and, when relevant, The meeting covered the following topics : decided to initiate a second benchmark provide requirements to the industry. The group is the only  Data Retention / Privacy best practices featuring a new group of ETIS member The goal of the group is to use a combination of different Information Security group in Europe to concentrate on the  CIIP – European Public-Private Partnership for Resilience telcos. The objective of the Benchmark technologies and co-operation procedures with the aim of telecom market. The Chairman of the working group is Andy De  Security in the Cloud was to compare security strategies and eliminating the majority of SPAM at the European network Petter from Belgacom and the Vice Chairs are Goran Laxen from  Global Off-Shoring Security Processes approaches among a representative group level before it even reaches the mail servers. TeliaSonera, Johan Bakker from KPN and Krzysztof Mueller from  Roles and Responsibilities in Sourcing of European telecoms providers, thereby Telekom Austria. The group held three physical meetings during enabling these providers to determine which The current members of this group are Belgacom, KPN, the reporting period. The third Information Security meeting was hosted by specific aspects of security require attention Telenor, TDC, TeliaSonera, Telecom Italia, Telekom Austria, Bizanga in Paris on 28-29 January 2010. within their respective organisations. The participants of this Slovak Telekom, Deutsche Telekom and Turk Telekom. The The first Information Security meeting was hosted by The meeting covered the following topics : second Security Benchmark are: Deutsche Telekom, eircom, Chairman of the group is Sergio Formicola from Telecom Telecom Italia on 2-3 April 2009 in Turin.  Security Governance model in an International context Slovak Telekom, Telefónica, Telenor and Vimpelcom. Italia and the Vice Chair of the group is Helge Aksdal from The meeting covered the following topics:  Cloud Security Alliance (CSA) Guidance’ Telenor.  Trends toward managed security services  Data Retention in Europe Comparability with the results established in 2009 was put  Security in the supply chain  Next Generation Networks / all IP Security landscape forward as an essential constraint. This year’s benchmark The Anti-Spam Co-operation Group had two  ETIS Security Benchmark report  Customer Data Breaches therefore, focused on security themes also addressed by its meetings during the reporting period hosted by:  ETIS Anti-SPAM Co-ordination group: predecessor. 1. Turk Telekom on 24-25 September 2009 Latest achievement and challenges 2. TDC on 18-19 March 2010  European laws on: ‘Spam as a crime’ Specifically, the following security themes were  How to manage the Security issues related pursued: The members of the group have all been able to consistently to Outsourcing 1. Corporate Security Function lower their spam rates by sharing knowledge and best  The Trends of Security Outsourcing 2. Security Management practices on how to fight spam. Both Turk Telekom and  Improving Resilience in European 3. Commercial role of security Telecom Italia managed to get off the top 10 worst e-Communication Networks 4. Fraud Management spammers list in Europe only one year after joining the ETIS 5. Security in the development process Anti-Spam Co-operation Group. 6. Next generation security readiness The Anti-Spam Co-operation Group is currently maintaining A new element in this year’s benchmark has been the a best practices document which has also been presented concept of so called successful practices. to the European Commission, ENISA and MAAWG. One of the main activities has been the creation of a spam-trap Information Security meeting hosted in Paris feedback loop project between the operators.

14 15 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 Billing WG Customer Self-Service WG

Billing Customer Self-Service

The changing role of Billing from business enabler to commodity and cost factor provoked the need Telenor in their Single Sign-On project used case for a platform to share knowledge about what is hot and what are best practices. Leading industry insensitive passwords after hearing about TDC’s consultants and practitioners from Europe’s leading telco operators largely influenced our thinking bad experience with case sensitive passwords about ActiveBilling’s role for the future. The unique collaboration with the Next Generation Billing which proved to be a very useful tip that saved Conference provided essential insights in alternative Billing approaches. us a lot of money. Jürg Haseloff, Odd Arne Haukland, Billing WG Chairman, Telenor & Former CSS Chairman ActiveBilling / Deutsche Telekom

The objective of the ETIS Billing Group is to share knowledge and best practices on the latest Billing challenges, opportunities The objective of the working group is to exchange knowledge and strategies as well as the main business drivers influencing about Customer Self-Service strategies and CSS Working Group hosted by TeliaSonera n Gothenberg the Telcos billing environment. The group is also responsible for solutions in order to enable ETIS members to succeed with maintaining the ETIS Electronic Billing Standards. The Chairman their Customer Self-Service business objectives. of the group is Jurg Haseloff from Deutsche Telekom Activ

Billing and the Vice Chairs are Gottfried Marschitz from Telekom During the reporting period the Working Group CSS Working Group Meetings Austria, Apostolos A. Tsakas from OTE and Knut-Ingvar Eriksen Chairman was Odd Arne Haukland, Telenor, and the from Telenor. During the reporting period the CSS WG had three Vice-Chairs were Gunter Fritsche, DT, Frank Timmermans, meetings: KPN and Tom Haynes, BT. Just recently there has been ETIS held a Billing Working group meeting in conjunction The first meeting was hosted by TeliaSonera on 14-15 a new core team formed with Gunter Fritsche, DT as a with the IIR BSS Summit hosted in Berlin on 2 December May, in Gothenburg. The main topics in the agenda were: Chairman, and Frank Timmermans, KPN, 2009. The meeting was well attended by senior Billing Billing Working Group meeting in Berlin  Orderflow Process Hanne Lereim, Telenor. executives from over 20 Telecommunications companies  e-Billing from Europe and beyond. The meeting featured   Deliverables & Downloads Social Media Marketing presentations from Deutsche Telekom, CA, Swisscom, Billing Views, Comarch and TMF. The group aims to provide the following: The second meeting took place along with the ETIS  Status of CSS maturity in the Telco industry Community Gathering 15-16 October in Istanbul. Below are some of the topics that were covered during  The ETIS CSS quarterly survey Topics covered in the agenda were: the meeting:  Best practices for carrying out CSS projects  Single Sign-On  Electronic Billing in the eye of ecological sustainability  Best practices for measuring business success  Search Online Communication  The Advent of third party applications: A distinctly  How to organise and govern the CSS business  Mobile Advertising unique approach linking Quality to Revenue in a rapidly  Design for CSS solutions from a user perspective transforming Billing Value Chain The third meeting was held in Zurich, hosted by Swisscom  Enterprise – a customer or partner? How self service One of the most valuable outputs of the Customer on 25-26 February, where the main focus was on: billing can turn business relationships upside down Self-Service working group has been its quarterly  Service KPIs  Monetize Services, Control Cost & Empower partners benchmarking survey. This survey is filled in via an online  Multivariate Testing  ETIS Electronic Billing Standards tool which was developed by ETIS and provides its  Forums & Social Media users important feedback on how they are performing The meeting also had a Real Time Benchmarking exercise on compared with their peers in the Telco industry. Billing Working Group Dinner in Berlin the Billing Process.

16 17 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 Enterprise Architecture WG TeBIT Benchmarking Study WG

Enterprise Architecture

The group with the CIO Executive Forum identified the top challenges/drivers to which Enterprise TeBIT Architecture can add value. These have been used to drive the agenda for the year and to run a detailed Telco EA Maturity survey from which improvement actions will emerge. The most exciting topics this year were revenue opportunities from real time network data/services; Cloud computing (PAAS) delivering 30% operational savings; use of detailed product/service catalogues to directly Benchmarking configure the fulfilment of products and design of solutions; and shared business/IT models Jan Cylwik, Study BT & EA WG Chairman

Each year ETIS carries out a Telecommunications IT benchmarking Survey Outsourcing The objective of the Enterprise Architecture Working The third meeting was hosted by Oracle in London on 11-12 called TeBIT for it’s members which describes business and IT trends As far as outsourcing is concerned, it seems as if it has slightly Group is to seek to identify and share best practices in March 2010. Below are some of the key topics that were in various areas such as key figures, business drivers and outsourcing increased compared to last year. That could be an effect of the the development and use of Enterprise Architectures in covered: experiences. crisis, or in cases due to absence of necessary human resources to the business context of its members.   Service Management for Telco’s undertake the related operations. Processes which are outsourced   Service Portfolio Management The survey allows our members to compare their own to a high degree are Application Software and its Maintenance. Working Group Meetings   Service Oriented Architecture effectiveness and efficiency with others and also provides an   The challenges in Complex Product & Service Assembly opportunity for the exchange of information on the business Jan Cylwik, BT is the Chairman of EA WG, with Lage Eriksson, IT Business Value Delivery

TeliaSonera and Harrie Bastianssen, TNO as Vice-Chairs. The drivers and IT strategies with peers in other member companies. A TOGAF 8 Certification Training was also offered by The information provided by participants in this chapter is very EAWG had three meetings during the reporting period. This year’s TeBIT 2009 report, which includes data from 2007 Detecon in Bonn on 15-18 September 2009 for the second and 2008, has been developed in close co-operation with the interesting as it shows the very different methods of measuring time. The first meeting was hosted by OTE in Athens on 4-5 June following ETIS members: Belgacom, CYTA, KPN, OTE, Croatian the contribution of IT to the Business within the context of 2009. Below are some of the key topics that were covered: Telekom, Slovak Telekom, Vimpelcom and Turkcell. Following is a Project and also how the performance of IT as a service, in The group has also executed a Business Process Management   PORTUS – Implementation Approach the summary of some of the key findings in this year’s report. operation, and under development is measured. There is a Survey covering BPM Governance, Methodology, Technical   COTS Survey growing maturity in the assessment of Business cases. Individual implementation and how to bridge the gap between IT and   The lack of support for complex Telco products in COTS inputs need to be studied carefully to get best benefit. Business. With support of The Boston Consulting Group, a   EA Elevator Pitch and ETIS EA Handbook Busines Drivers: reviewed COTS Usage Survey 2009 has also been completed.   Service Delivery Platform This year the main drivers identified are:   Integrating SDP into the OSS-environment  Provision of New Services   SDP implementation  Improved Customer Experience   How to handle traditional BSS/OSS  Improve/Defend Revenue  Reduce Costs The second meeting took place during the ETIS Community  Gathering on 15-16 October 2009. Below are some of the Improve Business Efficiency key topics that were covered:   Data Governance & key Architecture pain points Key Figures   Information Data Management Telecom operators’ customer numbers are gradually increasing   Master Data Management whereas employees are decreasing. The IT Expenditure per customer   EA delivering business value is overall increasing and so does the IT Opex compared to the Total   Network Centric Near Real Time Data Repository Opex, implying higher amounts invested in IT, trend which has been

observed over the last couple of years. Extract from TeBIT - Main Business Drivers

EA Working Group hosted by OTE in Athens

18 19 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 Procurement & Vendor Management WG Business Intelligence & Data Warehouse WG Procurement & Vendor Business Intelligence Management & Data Warehouse

During the last year the Procurement and Vendor Management working group initiated a common meeting with As chairman of the BI&DW working group I try to establish a very open group with knowledge sharing and contribution the Information Security working group and I am also pleased to see that we have smoothly added members. This has from all members. Discussing common challenges as well as trends within the market delivers real value. The group also gives widened and deepened the knowledge sharing as a benefit for the members’ companies by creating value in common the possibility to benchmark ourselves for further improvement and innovation. We have covered areas such as governance, views of procurement procedures and vendor management. More common work within the working group and between advanced analytics, member case studies and consolidation strategies but there are still many more topics to explore ahead. respective members is initiated as an advantage for the members in ETIS. Jan Frändegård, Mats Lundin, BI&DW WG Chairman, TeliaSonera TeliaSonera & PVM WG Chairman

The BI&DW working group is a network of experts from The second meeting was hosted by OTE in Athens on 15- The objective of the working group is to share the Business Intelligence and Data Warehouse area 16 April 2010. Among topics discussed were: experience within the procurement and vendor among the ETIS members. The objective of the group  BI Governance Models & Strategies management area and to further explore areas on is to drive business value and exchange knowledge in  Business intelligence Telco Handbook common interest such as to determine the best practice the Business Intelligence & Data Warehouse area whilst  Customer-Centric Business Intelligence solutions within Governance of Vendors and also to define innovating the Business Intelligence field.  The Network, an invaluable source the Procurement & Vendor Management tasks and of Business Intelligence functions. The working group is used as a forum for sharing PVM Working Group hosted by Telekom Austria in Vienna competence and expertise. By sharing experience in actual During the year the group conducted an Operational In order to summarize the most challenging topics of case studies and best practices the working group members Business Intelligence Survey which was used to procurement, one should look at how to manage global The second meeting was hosted during the ETIS will be able to progress and learn from each benchmark the members and facilitate an ongoing sourcing offices, how procurement works with other Community Gathering in Istanbul on 15-16 October other. The working group is also used as a forum for discussion on the topic. The group is also working on a functions like sales, marketing, finance, controlling, 2009. Some of key topics addressed were: presenting, discussing and evaluating new trends, Business Intelligence Telco handbook. logistics and supply chains, how to be a strategic  Optimising vendor portfolio technology and applications within the area. business partner, how to reach lowest costs, how to  license and pricing policy The group also faced some unique challenges during achieve “world class supplier management”, how to  Demand Management Jan Frändegård from TeliaSonera is the Chairman of the the Athens meeting which occurred during the Icelandic become environmentally responsible, how to analyse Group and Nikos Karagiannidis from OTE is the Vice Chair. Volcanic ash explosion. This stranded a number of our the strategic outsourcing opportunities and how to The third meeting was hosted by Telekom Austria in Vienna The BI&DW WG meeting had 2 meetings during the members in Athens who undertook an epic five day implement the best IT tool. on 25-26 March 2010. Some of key topics addressed were: reporting period. journey across Europe by car, boat and train to get back  Asset Management home. A real team building exercise! The working group is chaired by Mats Lundin,  P&L Academy The first meeting was hosted during the ETIS Community TeliaSonera with Candan Asil, Turkcell and Piet van  IT purchasing strategy Gathering in Istanbul on 15-16 October 2009. Heiningen, KPN as vice-chairs. The group held three  Outsourcing strategy in IT Some of the topics covered were: meetings during the reporting period.  Outsourcing / Off-shoring Handbook  BI organization & structure  Best practices for eAuction  BI Technical landscape, Business Requirements The first meeting was hosted by CYTA in Cyprus on 17-18  Assessment Maturity Models & Greatest challenges June 2009. Some of key topics addressed were:  Return on Invest for BI  ETIS PVM Benchmark Study 2009 A third internal Procurement Survey has been carried  BI Project Management  Licence issues out to get a better understanding of the situation in  BI Maturity Survey  e-Auction as a tool the different companies and also to include the new  CSR and Self Assessment members of the group in the Survey.

BI&DW WG meeting hosted by OTE in Athens

20 21 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 Information Services Information Services

Information Services

One of the main responsibilities of the Central Office is the our members. ETIS WEBSITE STATISTICS development and continual improvement of ETIS Information We have been able to measure website traffic since Services. The e-Telit newsletter goes out every two months to August 2003. It is clear to see from the following graph Our information services can be divided into 4 main sections: over 8.000 readers around the world. This is a key that ETIS website traffic has increased dramatically over  ETIS Website tool for updating our members and the global ICT the past seven years. This increase in use is linked to  ETIS Members Corner community on our activities and events. 103 897 104 579 the overall increase in activity that ETIS has seen over  ETIS Portal the past five years as well as increased marketing and  e-Telit Newsletter promotional efforts. www.etis.org The ETIS Website is our corporate website which Links to the ETIS Website and Members’ corner can also contains public information on all of our working be found on many of our members’ corporate intranets groups, activities, events, members and news. thus helping to spread the ETIS footprint in member 72 734 companies. ETIS also engages in numerous media The ETIS Members’ Corner is our ‘Knowledge Hub’ and partnerships with other Telco informations sources and 62 935 contains all of the presentations, deliverables, reports conferences sites. and studies that have been collected during all of the working groups meetings, workshops, conferences and management board meetings. The Members’ Corner 43 049 also contains all of the contacts details of the ETIS ETIS members’ corner What we need to take us into the future is participants as well as discussion forums which are a Members Corner that provides Web 2.0 useful for maintaining networks and sharing knowledge components and functionality. By introducing these between physical meetings. 26 900 new technologies to our Members’ Corner we will be able to create a hub where our members can The ETIS Portal is a directory and search engine of useful connect with each other and interact with ease in telecom related websites. It also contains continually 10 800 updated news-feeds featuring the latest telcom industry a manner that encourages collaboration and user news and updates. It is also a useful tool that enables generated content in between physicals meetings. ETIS to engage in media partnerships resulting in regular Building this new system is a priority for 2010. 2003 2004 2005 2006 2007 2008 2009 partner events that offer discounts and free passes to ETIS Website Statistics - Hits to the ETIS Website 2003 - 2009 Fred Werner Business Development Manager, ETIS

22 23 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 ETIS Members ETIS Associate Members

ETIS Partners

24 25 ETIS Annual Report 2009 I 2010 ETIS Annual Report 2009 I 2010 About ETIS

About ETIS

Sharing knowledge is our strength... W o r ki n g g r o u ps

Business Using it is yours... Procurement Intelligence Information Enterprise Customer & Vendor & Data Security Architecture Self-Service Management Billing Warehouse

ETIS is a membership based organisation which brings wish to participate in them and the associate companies together the major telecommunications providers in Europe that are invited to participate. Below is a list of our on key information and communication technology issues. active working groups: The mission of ETIS is to enable its members to improve their business performance by personal exchange of information  Information Security Sharing Knowledge on using ICT effectively. ETIS achieves this by engaging its  Billing members in various working groups, sharing best-practices,  Enterprise Architecture benchmarking, web-based information services, discussion  Procurement & Vendor Management forums, EU projects, workshops and conferences.  Business Intelligence & Data-warehouse  Customer Self Service ETIS Membership brings a wide range of business  TeBIT survey CIO TeBIT Workshops Task Forces ETIS benefits such as:  CIO Executive Forum Executive Benchmarking Gatherings (i.e. Anti-SPAM) Knowledge Forum Study Hub  Anti-Spam Co-ordination Group  Expanded business relationships & networking  Improved business performance & cost reduction A ctivities  Sharing knowledge via working groups & events ETIS also regularly organises Conferences and Workshops  Access to best practices & benchmarking on key topics of IT practice in telcos and invites  Access to ETIS Information Services acknowledged experts and managers from the industry  Personal & professional development to present their views.

ETIS currently maintains nine working groups that are made up of experts from the member companies who

26 ETIS Annual Report 2009 I 2010