This report examines agentic AI in the context of OSS/BSS. It draws in part on TM Forum’s ongoing AI-Native Blueprint Project, which focuses on data sources, operational context, and tools.
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Agentic AI for OSS/BSS: Opportunities and Challenges
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The Analyst Team
Don Alusha
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Don Alusha is a seasoned technology analyst with extensive experience in telecoms and digital transformation. Formerly with ABI Research and Analysys Mason, he has led research on telco cloud, network automation, and service monetization. Don is known for his strategic insights into how emerging technologies—such as AI, 5G, and software-defined networks—reshape operator business models and ecosystems.
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James Crawshaw
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James leads Omdia’s service provider transformation team, which covers telco IT (operations support systems, business support systems, and analytics) and telco cloud & automation (software-defined networking, network function virtualization, etc.). James’ own research focuses on operations support systems, including service assurance, orchestration, order management, inventory management, network security, self-organizing networks, and radio access network intelligent control.
Before joining Omdia, James led Heavy Reading’s communications service provider IT & automation research service. James holds a Bachelor of Science and Master of Engineering in electrical and mechanical engineering from the University of Manchester, England. Earlier in his career, while working as a financial analyst, James passed the three exams required to obtain the Chartered Financial Analyst qualification. In addition, James has a Master of Science in electronic engineering from the University of Surrey, England.
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