SOURCE: JacobsRimell

September 10, 2007 11:05 ET

Customer Identity Now the Lifeblood of an Operators' Business According to JacobsRimell and ZapThink

New White Paper Calls for Operators to Embrace a Customer Identity-Based Approach to Transform the Customer Experience

BOSTON, MA--(Marketwire - September 10, 2007) - A new white paper by IT advisory and analysis firm ZapThink urges global operators to rethink their current approach to OSS and focus more on the customer. According to the report, commissioned by service fulfillment experts JacobsRimell, operators that take a SOA approach centered on customer identity management and operational information federation will excel in delivering an improved customer service journey.

"Customer identity acts as the primary key for what is now the lifeblood of the operator's business: providing access to products and services by attaching entitlements to a growing and increasingly varied and complex web of service offerings and service inventory," said co-author and ZapThink associate analyst Tony Baer.

The paper highlights how crucial identity management is to next-generation OSS because it presents the definitive record of who is the customer; a unified environment for managing security, authorizations, and entitlements; and eliminates the need for each service to enforce its own entitlements or access control policies.

Baer continued: "Being able to federate the various sources of identity management information is the first step on the customer service journey, and keeps the journey focused on the customer, rather than the operator or particular application."

Provisioning as it's typically known today must evolve to help operators understand their customers' requirements and how they use an ever increasing array of product bundles and new technologies, according to ZapThink. The OSS must improve the overall customer experience through presenting a single face of the company to the customer; providing customer self-service, rapid activation of new services; and improving the customer experience.

"Because operators are evolving into one-stop supermarkets for services and content, they require a single view of the customer's preferences for all services," said ZapThink Managing Partner Jason Bloomberg. "Only a next-generation OSS solution that focuses on an identity-based federated data model while leveraging SOA best practices is truly capable of delivering the customer point of view. We believe JR's approach to information management will allow operators to achieve the required business agility in their customer-facing applications."

"We've based our Service Fulfillment solutions, which support residential and business products, on a customer-centric federated information model," said David Jacobs, Co-founder and CTO for JacobsRimell. "Today JR is enabling operators to be service providers and to deliver a better customer experience."

About ZapThink, LLC

Founded in October 2000, ZapThink, LLC ( is an IT advisory and analysis firm that provides trusted advice and critical insight into the architectural and organizational changes brought about by the movement to Service Orientation and Enterprise Web 2.0. ZapThink helps its vendor, consulting, and end-user customers understand IT products and services in the context of SOA and the vision of Service Orientation, provides guidance into emerging best practices for Web Services and SOA adoption, and brings together SOA-interested audiences into a network that provides business value and expertise to each member of the network.

ZapThink's Managing Partners, Jason Bloomberg and Ronald Schmelzer, authored the notable SOA books "Service Orient or Be Doomed! How Service Orientation Will Change Your Business" (John Wiley & Sons, 2006) and "XML and Web Services Unleashed" (SAMS Publishing, 2002), while ZapThink's newest Managing Partner, David Linthicum, authored the best-selling "Enterprise Application Integration" (Addison-Wesley, 1999), "Next-Generation Application Integration: From Simple Information to Web Services" (Addison-Wesley, 2003), and the forthcoming "12 Steps to SOA" (Addison-Wesley, 2007). ZapThink is headquartered in Baltimore, Maryland. Its customers include Global 1000 firms and emerging businesses.

About JacobsRimell

JacobsRimell (JR) is a software development company that delivers service fulfilment solutions for Telecom operators. JR's solutions enable business and residential customers to more rapidly and reliably adopt an ever wider range of IP-based products and services independently from the underlying access technologies.

JR's platforms are deployed in Telecom and Cable operators including some of the world's largest, supporting automated product and service fulfilment for 20 million voice, television and broadband Internet subscribers.

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Contact Information

    Ronald Schmelzer
    ZapThink, LLC
    108 Woodlawn Rd
    Baltimore, MD 21210
    Phone: +1 (781) 207-0203
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    Liz Swenton and Cheryl Gale
    March Communications
    +1 617-475-1572
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    Octopus Communications
    Sophie Orlando
    +44 (0) 8453 700 655
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    Lyndon Johnson
    +44 (0) 7824 447087
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