IEC 61968-8:2015

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

IEC 61968-8:2015 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.

Intégration d'applications pour les services électriques - Interfaces système pour la gestion de distribution - Partie 8: Interface 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.

General Information

• Status: Published
• Publication Date: 26-May-2015
• ICS: 01 - GENERALITIES. TERMINOLOGY. STANDARDIZATION. DOCUMENTATION
• ICS: 31.140 - Piezoelectric devices
• ICS: 33.200 - Telecontrol. Telemetering
• Technical Committee: TC 57 - Power systems management and associated information exchange
• Drafting Committee: WG 14 - TC 57/WG 14
• Current Stage: PPUB - Publication issued
• Start Date: 31-May-2015
• Completion Date: 27-May-2015

Standards Content (Sample)

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
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form
or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from
either IEC or IEC's member National Committee in the country of the requester. If you have any questions about IEC
copyright or have an enquiry about obtaining additional rights to this publication, please contact the address below or
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About the IEC
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International Standards for all electrical, electronic and related technologies.

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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

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
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International Standard IEC 61968-8 has been prepared by IEC technical committee 57: Power
systems management and associated information exchange.
The text of this standard is based on the following documents:
FDIS Report on voting
57/1548/FDIS 57/1573/RVD
Full information on the voting for the approval of this standard can be found in the report on
voting indicated in the above table.
This publication has been drafted in accordance with the ISO/IEC Directives, Part 2.
A list of all parts of the IEC 61968 series, under the general title: Application integration at
electric utilities – System interfaces for distribution management, can be found on the IEC
website.
The committee has decided that the contents of this publication will remain unchanged until
the stability date indicated on the IEC web site under "http://webstore.iec.ch" in the data
related to the specific publication. At this date, the publication will be
• reconfirmed,
• withdrawn,
• replaced by a revised edition, or
• amended.
A bilingual version of this publication may
...

IEC 61968-8 ®
Edition 1.0 2015-05
INTERNATIONAL
STANDARD
NORME
INTERNATIONALE
colour
inside
Application integration at electric utilities – System interfaces for distribution
management –
Part 8: Interfaces for customer operations

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

All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form
or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from
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About the IEC
The International Electrotechnical Commission (IEC) is the leading global organization that prepares and publishes
International Standards for all electrical, electronic and related technologies.

About IEC publications
The technical content of IEC publications is kept under constant review by the IEC. Please make sure that you have the
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IEC 61968-8 ®
Edition 1.0 2015-05
INTERNATIONAL
STANDARD
NORME
INTERNATIONALE
colour
inside
Application integration at electric utilities – System interfaces for distribution

management –
Part 8: Interfaces for customer operations

Intégration d'applications pour les services électriques – Interfaces système

pour la gestion de distribution –

Partie 8: Interfaces pour l'assistance à la clientèle

INTERNATIONAL
ELECTROTECHNICAL
COMMISSION
COMMISSION
ELECTROTECHNIQUE
INTERNATIONALE
ICS 33.200 ISBN 978-2-8322-3258-3

– 2 – IEC 61968-8:2015  IEC 2015
CONTENTS
FOREWORD . 4
1 Scope . 7
2 Normative references. 7
3 Terms, definitions and abbreviations . 8
3.1 Terms and definitions . 8
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 . 10
4.3 Static information model . 10
4.3.1 General . 10
4.3.2 Classes for customer support . 10
5 Customer support message types . 11
5.1 General . 11
5.2 Trouble ticket . 12
5.2.1 General . 12
5.2.2 Message format . 13
5.3 Incident information . 13
5.3.1 General . 13
5.3.2 Message format . 15
5.4 Service request . 16
5.4.1 General . 16
5.4.2 Message format . 18
5.5 Service order . 19
5.5.1 General . 19
5.6 Work request . 20
5.6.1 General . 20
5.7 Customer agreement . 21
5.7.1 General . 21
5.7.2 Message format . 23
Annex A (normative) XML schemas for message payloads . 24
Bibliography . 61

Figure 1 – IEC 61968-8 context model . 9
Figure 2 – Example of trouble ticket exchange between CIS and OMS . 12
Figure 3 – Trouble ticket message . 13
Figure 4 – Example of incident information exchange between OMS and CIS . 14
Figure 5 – Incident information message . 15
Figure 6 – Example of a service request exchange between CIS and WMS . 17
Figure 7 – Service request message . 18
Figure 8 – Example of a service order exchange between CIS and WMS . 19
Figure 9 – Example of a work request exchange between CIS and WMS . 21

Figure 10 – Example of a customer exchange between CIS and external or third party
systems . 22
Figure 11 – Customer agreement message. 23
Figure A.1 – Trouble ticket XSD . 27
Figure A.2 – Incident information XSD . 31
Figure A.3 – Customer agreement XSD . 38
Figure A.4 – Service request XSD . 60

Table 1 – Document overview for IEC 61968-8 . 6
Table 2 – Business functions and abstract components . 10
Table 3 – Customer support classes . 11

– 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 committ
...