EN 61968-8:2016

Application integration at electric utilities - System interfaces for distribution management - Part 8: Interfaces for customer operations

IEC 61968-8:2015(E) specifies the information content of a set of message types that can be used to support many of the business functions related to customer support. Typical uses of the message types include service request, customer agreement, and trouble management. The purpose is to define a standard for the integration of customer support (CS), which would include customer service, trouble management and point of sale related components integrated with other systems and business functions within the scope of IEC 61968. The scope of this standard is the exchange of information between a customer support system and other systems within the utility enterprise.

Integration von Anwendungen in Anlagen der Elektrizitätsversorgung - Systemschnittstellen für Netzführung - Teil 8: Schnittstellen für den Kundenbetrieb

Intégration d'applications pour les services électriques - Interfaces système pour la gestion de distribution - Partie 8: Interfaces pour l'assistance à la clientèle

L'IEC 61968-8:2015 spécifie le contenu d'informations d'un ensemble de types de messages qui peuvent être utilisés pour prendre en charge de nombreuses fonctions métier relatives à l'assistance à la clientèle. La demande de service, l'accord client et la gestion d'incidents constituent des utilisations typiques des types de messages. L'objectif de la présente partie de l'IEC 61968 est de définir une norme pour l'intégration de l'assistance à la clientèle (CS) qui inclurait des composants liés au service à la clientèle, à la gestion des incidents et aux points de vente, ces composants étant intégrés à d'autres systèmes et fonctions métier dans le domaine d'application de l'IEC 61968. Le domaine d'application de la présente norme est l'échange d'informations entre un système d'assistance à la clientèle et d'autres systèmes au sein de l'entreprise de distribution.

Združevanje aplikacij v elektropodjetjih - Sistemski vmesniki za upravljanje distribucije - 8. del: Standard vmesnika za podporo končnim uporabnikom

Ta del standarda IEC 61968 določa informacijsko vsebino nabora vrst sporočil, ki jih je mogoče uporabiti za podporo številnih poslovnih funkcij v zvezi s podporo končnim uporabnikom. Običajni primeri uporabe vrste sporočil vključujejo zahtevo za storitev, pogodbo s končnim uporabnikom in upravljanje težav. Namen tega dela standarda IEC 61968 je opredelitev standarda za vključevanje podpore končnim uporabnikom (CS), ki zajema storitve za končne uporabnike, upravljanje težav in komponente, povezane s prodajnim mestom, ki so povezani z drugimi sistemi in poslovnimi funkcijami v okviru standarda IEC 61968. Področje uporabe tega standarda je izmenjava informacij med podporo končnim uporabnikom in drugimi sistemi znotraj podjetja.

General Information

• Status: Published
• Publication Date: 12-May-2016
• Withdrawal Date: 12-May-2019
• ICS: 33.200 - Telecontrol. Telemetering
• Technical Committee: CLC/TC 57 - Power systems management and associated information exchange
• Drafting Committee: IEC/TC 57 - IEC_TC_57
• Current Stage: 6060 - Document made available - Publishing
• Start Date: 13-May-2016
• Completion Date: 13-May-2016
• Mandate: M/490 - Standardisation mandate to the European Standardisation Organisations (ESOs) to support European Smart Grid deployment
• Ref Project: SIST EN 61968-8:2016 - Application integration at electric utilities - System interfaces for distribution management - Part 8: Interface standard for customer support

Standards Content (Sample)

SLOVENSKI STANDARD
01-julij-2016
=GUXåHYDQMHDSOLNDFLMYHOHNWURSRGMHWMLK6LVWHPVNLYPHVQLNL]DXSUDYOMDQMH
GLVWULEXFLMHGHO6WDQGDUGYPHVQLND]DSRGSRURNRQþQLPXSRUDEQLNRP
Application integration at electric utilities - System interfaces for distribution management
- Part 8: Interface standard for customer support
Ta slovenski standard je istoveten z: EN 61968-8:2016
ICS:
29.240.30 Krmilna oprema za Control equipment for electric
elektroenergetske sisteme power systems
35.200 Vmesniška in povezovalna Interface and interconnection
oprema equipment
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD EN 61968-8
NORME EUROPÉENNE
EUROPÄISCHE NORM
May 2016
ICS 33.200
English Version
Application integration at electric utilities - System interfaces for
distribution management - Part 8: Interfaces for customer
operations
(IEC 61968-8:2015)
Application integration at electric utilities - System interfaces Integration von Anwendungen in Anlagen der
for distribution management - Part 8 : interface standard for Elektrizitätsversorgung - Systemschnittstellen für
customer support Netzführung - Teil 8: Schnittstellen Normen für den
(IEC 61968-8:2015) Kundendienst
(IEC 61968-8:2015)
This European Standard was approved by CENELEC on 2015-07-01. CENELEC members are bound to comply with the CEN/CENELEC
Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.
Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC
Management Centre or to any CENELEC member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CENELEC member into its own language and notified to the CEN-CENELEC Management Centre has the
same status as the official versions.
CENELEC members are the national electrotechnical committees of Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic,
Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.

European Committee for Electrotechnical Standardization
Comité Européen de Normalisation Electrotechnique
Europäisches Komitee für Elektrotechnische Normung
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2016 CENELEC All rights of exploitation in any form and by any means reserved worldwide for CENELEC Members.
Ref. No. EN 61968-8:2016 E
European foreword
The text of document 57/1548/FDIS, future edition 1 of IEC 61968-8, prepared by IEC/TC 57, "Power
systems management and associated information exchange" was submitted to the IEC-CENELEC
parallel vote and approved by CENELEC as EN 61968-8:2016.

The following dates are fixed:
(dop) 2016-11-13
• latest date by which the document has
to be implemented at national level by
publication of an identical national
standard or by endorsement
• latest date by which the national (dow) 2019-05-13
standards conflicting with the
document have to be withdrawn
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CENELEC [and/or CEN] shall not be held responsible for identifying any or all such
patent rights.
Endorsement notice
The text of the International Standard IEC 61968-8:2015 was approved by CENELEC as a European
Standard without any modification.
Annex ZA
(normative)
Normative references to international publications
with their corresponding European publications
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
NOTE 1 When an International Publication has been modified by common modifications, indicated by (mod), the relevant

EN/HD applies.
NOTE 2 Up-to-date information on the latest versions of the European Standards listed in this annex is available here:
www.cenelec.eu.
Publication Year Title EN/HD Year

IEC 60050 -  International Electrotechnical Vocabulary - -
(IEV)
IEC 61968-1 -  Application integration at electric utilities - EN 61968-1 -
System interfaces for distribution
management -- Part 1: Interface
architecture and general requirements
IEC 61968-6 -  Application integration at electric utilities - - -
System interfaces for distribution
management - Part 6: Interfaces for
maintenance and construction
IEC 61968-11 -  Application integration at electric utilities - EN 61968-11 -
System interfaces for distribution
management -- Part 11: Common
information model (CIM) extensions for
distribution
IEC 61968-100 -  Application integration at electric utilities - EN 61968-100 -
System interfaces for distribution
management -- Part 100: Implementation
profiles
IEC 61970-301 -  EN 61970-301 -
IEC/TS 61968-2 -  Application integration at electric utilities - - -
System interfaces for distribution
management -- Part 2: Glossary

IEC 61968-8 ®
Edition 1.0 2015-05
INTERNATIONAL
STANDARD
colour
inside
Application integration at electric utilities – System interfaces for distribution

management –
Part 8: Interfaces for customer operations

INTERNATIONAL
ELECTROTECHNICAL
COMMISSION
ICS 33.200 ISBN 978-2-8322-2678-0

– 2 – IEC 61968-8:2015  IEC 2015
CONTENTS
FOREWORD . 4
1 Scope . 7
2 Normative references . 7
3 Terms, definitions and abbreviations . 7
3.1 Terms and definitions . 7
3.2 Abbreviations . 8
4 Reference and information models . 8
4.1 Reference model . 8
4.1.1 General . 8
4.1.2 Customer support (CS) . 9
4.2 Customer support functions and components . 9
4.3 Static information model . 9
4.3.1 General . 9
4.3.2 Classes for customer support . 9
5 Customer support message types . 10
5.1 General . 10
5.2 Trouble ticket . 11
5.2.1 General . 11
5.2.2 Message format . 12
5.3 Incident information . 12
5.3.1 General . 12
5.3.2 Message format . 14
5.4 Service request . 15
5.4.1 General . 15
5.4.2 Message format . 16
5.5 Service order . 17
5.5.1 General . 17
5.6 Work request . 17
5.6.1 General . 17
5.7 Customer agreement . 18
5.7.1 General . 18
5.7.2 Message format . 20
Annex A (normative) XML schemas for message payloads . 21
Bibliography . 58

Figure 1 – IEC 61968-8 context model . 8
Figure 2 – Example of trouble ticket exchange between CIS and OMS . 11
Figure 3 – Trouble ticket message . 12
Figure 4 – Example of incident information exchange between OMS and CIS . 13
Figure 5 – Incident information message . 14
Figure 6 – Example of a service request exchange between CIS and WMS . 15
Figure 7 – Service request message . 16
Figure 8 – Example of a service order exchange between CIS and WMS . 17
Figure 9 – Example of a work request exchange between CIS and WMS . 18

IEC 61968-8:2015  IEC 2015 – 3 –
Figure 10 – Example of a customer exchange between CIS and external or third party
systems . 19
Figure 11 – Customer agreement message . 20
Figure A.1 – Trouble ticket XSD . 24
Figure A.2 – Incident information XSD . 28
Figure A.3 – Customer agreement XSD . 35
Figure A.4 – Service request XSD . 57

Table 1 – Document overview for IEC 61968-8 . 6
Table 2 – Business functions and abstract components . 9
Table 3 – Customer support classes . 10

– 4 – IEC 61968-8:2015  IEC 2015
INTERNATIONAL ELECTROTECHNICAL COMMISSION
___________
APPLICATION INTEGRATION AT ELECTRIC UTILITIES –
SYSTEM INTERFACES FOR DISTRIBUTION MANAGEMENT –

Part 8: Interfaces for customer operations

FOREWORD
1) The International Electrotechnical Commission (IEC) is a worldwide organization for standardization comprising
all national electrotechnical committees (IEC National Committees). The object of IEC is to promote
international co-operation on all questions concerning standardization in the electrical and electronic fields. To
this end and in addition to other activities, IEC publishes International Standards, Technical Specifications,
Technical Reports, Publicly Available Specifications (PAS) and Guides (hereafter referred to as “IEC
Publication(s)”). Their preparation is entrusted to technical committees; any IEC National Committee interested
in the subject dealt with may participate in this preparatory work. International, governmental and non-
governmental organizations liaising with the IEC also participate in this preparation. IEC collaborates closely
with the International Organization for Standardization (ISO) in accordance with conditions determined by
agreement between the two organizations.
2) The formal decisions or agreements of IEC on technical matters express, as nearly as possible, an international
consensus of opinion on the relevant subjects since each technical committee has representation from all
interested IEC National Committees.
...